An announcement went out today that my boss Martin is taking on a broader role at HomeServe and as a result I'll be taking on his old role as CEO of HomeServe Membership. This is a bit of a moment for me professionally. I've been on a journey these past seven years where I've learned to be the best version of me instead of the person someone else wanted me to be.
I've chosen this picture because Tony is a good friend of mine and he epitomises the kind of leader I hope to be. It is something that I've always thought and just began to make happen on a large scale these past few years. It is so simple. Everyone is important. We have thousands of People at HomeServe and each one is important. Tony came to us after a full career at Goodyear, where he started as a young lad. The plant closed but Tony kept going. Real men and women work because that's just what they do. Tony went from the assembly line to the phone line. It couldn't have been easy starting over with People more than half his age but he came to work and that is just what he did. When I met him there were at least six layers of management between us. I was his boss's boss's boss's boss's boss's boss. He was at an open Q&A session with about 50 other Frontline People. He asked some pointed questions and got some boiler plate answers. The answers annoyed him more than the issues. Afterwards I went up and introduced myself. He wasn't impressed by my grand title and said we were getting it wrong for Customers. I gave him my card and asked him to set up a 1-2-1. I assumed he might be worried about that idea so I set it up. We talked for about an hour. He was right and I took action. It was also the beginning of a great collaboration and friendship. He now works in our CustomerFirst team helping Customers when our People want to go above and beyond.
I've helped create a HomeServe that does not have an inverted triangle where the Frontline are at the top and they certainly are not bottom. We really try to just have one layer; to put it simply everyone is important, we just happen to have different types of jobs. Tony's opinion is just as valid as mine, especially when the Customer is involved. The point of this story is this is how I want to lead this company to get it right for our People so they can get it right for the Customer. I'm so thrilled to be CEO but I'm certainly no more important than anyone else. Everyone is important in my HomeServe Membership.