“A shared vision fuels our unity and success in times of crisis.”
Welcome to an exclusive interview with Philip Portman, a seasoned entrepreneur who has carved a remarkable path through the dynamic realms of technology and business.
In this insightful conversation, we delve into the principles and strategies that have molded Philip into the resilient leader he is today.
Philip Portman’s journey in the business world is nothing short of extraordinary. As a serial entrepreneur, he has demonstrated an unwavering commitment to driving success through innovation, knowledge sharing, and a profound respect for the individuals who have contributed to his achievements.
With ventures in the healthcare and real estate sectors, Philip’s pioneering automation platforms have streamlined marketing and customer management processes, offering cutting-edge solutions that cater to the ever-evolving needs of his clients.
Philip Portman is not just an entrepreneur; he’s a member of the prestigious Forbes Technology Council, actively contributing to discussions and strategies shaping the tech industry’s future. Moreover, his multifaceted approach to success extends to hosting a podcast where he explores diverse paths to achievement by interviewing a wide range of accomplished personalities.
Join us as we uncover the invaluable insights, resilience strategies, and leadership wisdom that Philip Portman has to offer, gained through his experiences navigating challenges, fostering team resilience, and maintaining personal well-being during turbulent times.
We are thrilled to have you join us today, welcome to our exclusive interview! Let’s start off with a little introduction. Tell our readers a bit about yourself and your company.
Philip Portman: I’m a serial entrepreneur that provides cutting-edge automation platforms for healthcare and real estate agents, brokers, and established companies. My ventures streamline marketing and customer management processes through innovative texting and automation solutions.
In addition to my core businesses, I’m a proud member of the prestigious Forbes Technology Council, where I contribute to discussions and strategies shaping the tech industry’s future. I also host a podcast called ‘Success Is _______’ where I explore the myriad paths to achievement by interviewing a diverse range of successful personalities.
Recently, my entrepreneurial journey took a unique turn as I acquired Huntington Ridge Stables, a 54-acre horse farm in Michigan. Here, we’re not only nurturing champions in the hunter/jumper discipline but also leading the way in employee well-being with living wages and comprehensive benefits.
Across all my endeavors, my mission remains consistent: to drive success through innovative solutions, knowledge sharing, and a deep respect for the individuals who make it all possible.
Can you share a time when your business faced a significant challenge? How did you navigate through it?
Philip Portman: The introduction of 10 DLC was a significant development in the text messaging industry. It brought about a set of rules and regulations that not only varied from carrier to carrier but also underwent continuous monthly changes. Navigating this ever-evolving landscape posed unique challenges, prompting us to get creative to ensure compliance and to understand the intricacies of these new rules.
Over the last few years, this dynamic environment has consistently changed, requiring a considerable amount of information from our customers. From the very beginning, Textdrip has been dedicated to being a customer-centric business. We’ve always taken pride in offering personalized demos and delivering top-notch customer service, responding to inquiries within just 30 seconds.
Amidst these challenges, we recognized the compliance aspect as an opportunity to demonstrate our commitment to our customers. We understood that many companies might find it challenging to navigate and adapt to these changing regulations. As a result, we took proactive steps to address this need.
One of the key measures we implemented was the creation of an entire compliance team. This team was tasked with not only becoming well-versed in the rules and guidelines associated with 10 DLC but also building strong relationships with various organizations and companies.
These partnerships provided us with invaluable insights and support, enabling us to navigate the complexities effectively. The compliance team received thorough training to ensure they were equipped with the necessary knowledge and skills.
As a result of these efforts, we have established a streamlined and efficient process. We’re proud to provide customers with a “white glove treatment.” This means that when they choose to work with us, they receive comprehensive assistance in registering their campaigns and understanding the intricacies of these regulations. This hands-on approach ensures that they can effectively communicate and enjoy exceptional deliverability on our platform.
In summary, our experience with 10 DLC has not only allowed us to meet these regulatory challenges head-on but also showcase our unwavering commitment to our customers. It’s about going above and beyond to provide solutions, support, and a seamless experience in an ever-changing industry. This approach aligns perfectly with our customer-centric ethos at Textdrip.
How has a failure or apparent failure set you up for later success?
Philip Portman: Early on, when we were working with a third-party developer for Textdrip, we faced certain challenges that needed to be addressed. Given the nature of our customers, who operate seven days a week and often require immediate assistance, we found that the third-party developer wasn’t responsive during weekends.
This lag in response time became a critical issue, particularly when we encountered emergencies, like system outages or malfunctions. These delays were causing inconveniences and, at times, led to the reoccurrence of certain bugs.
To rectify this situation, we made a strategic decision to bring the entire development team in-house. Although it was a significant undertaking, it was a move we felt was necessary to ensure we could provide the level of service our customers deserved. By building our in-house development team, we could hire individuals who shared our work ethics and had the ability to respond promptly to any issues.
This decision turned out to be one of the best things we’ve ever done for our company. What initially began as a small team has now evolved into a fully-fledged department. Looking back, it’s clear that the third-party company we initially worked with had its growing pains. We reached a point in our company’s evolution where we needed to take charge of our tech operations internally.
This transition wasn’t without its challenges, and it took a considerable amount of time and effort to build a robust in-house team and establish effective processes. However, without a doubt, this step was pivotal in our journey. It allowed us to provide exceptional customer service, garner positive reviews, and position ourselves as a trusted tech company.
In hindsight, this decision was a defining moment that set us on a path to where we are today. It underscores our unwavering commitment to our customers and our dedication to continuous improvement. We’ve learned that sometimes, in order to meet our customers’ needs and maintain our high standards, we need to take the initiative and invest in in-house capabilities.
How do you build a resilient team? What qualities do you look for in your team members?
Philip Portman: At our organization, we have a unique approach to talent selection. We’ve always had a preference for hiring individuals who possess a strong problem-solving mindset. It’s not just about having the necessary skills and knowledge, but it’s about the ability to navigate uncharted territory effectively. This quality becomes even more critical when we talk about leadership, especially in the context of the ever-evolving business landscape.
Our ideal team members are those who can think outside the box and go beyond the obvious options. They’re the ones who, when presented with a choice between option A and option B, will proactively seek out that elusive option C.
They relish the challenge of examining situations from different angles, exploring unconventional solutions, and asking the right questions. It’s this skill that sets them apart and makes them invaluable assets to our organization.
Furthermore, self-education is another cornerstone of our team’s success. We place a high value on individuals who exhibit a natural curiosity about the world around them. These team members are constantly engaged in reading, learning, and staying up-to-date with the latest trends and changes in their field. This isn’t just a job requirement; it’s an intrinsic part of who they are.
In an era where many individuals may stop learning after college, we actively seek those who embrace continuous learning. We want the kind of people who are committed to personal growth. We believe that this commitment to self-improvement is what sets us apart and helps us stay at the forefront of our industry.
So, to sum it up, problem-solving and a thirst for self-education are the qualities we cherish most in our team members. These qualities not only drive our success but also align with the qualities found in the most accomplished leaders and innovators in the business world. We’re committed to fostering an environment where these qualities can thrive and make a real impact.
How do you maintain your personal resilience during tough times?
Philip Portman: Absolutely, I appreciate that question. To me, one of the cornerstones of personal and professional success is ensuring that your foundational needs are met, so you can perform at your very best. That foundation, for me, starts with taking care of my physical and mental well-being. I believe that maintaining a healthy lifestyle is pivotal in preparing yourself to handle life’s inevitable stresses and challenges.
For me, this means making sure I engage in some form of physical exercise every day, staying hydrated, and eating a nutritious diet. These habits not only keep me physically fit but also help me maintain mental clarity and resilience. When you’re physically and mentally sound, it’s much easier to face the stressors and curveballs that life throws your way.
Now, when it comes to my mindset and approach to challenges, I must admit that I’m one of those individuals who find excitement in embracing the unexpected. You can almost think of it like playing a video game – the ups and downs are part of the journey, and I refuse to let them control my overall enjoyment of life.
As an entrepreneur, I actively seek out challenges. It’s in my DNA. If I didn’t, I might opt for a 9-to-5 job with a more predictable routine and less stress. But that’s just not me. I thrive on figuring out opportunities and solving problems. It’s like a source of energy for me. In fact, I’d argue that I often get more energized when there are problems to tackle than when things are running smoothly.
So, there are two key aspects to my approach. First, I prioritize maintaining a strong foundation by consistently engaging in healthy habits. Second, I have a unique perspective on challenges and difficulties. I genuinely enjoy solving problems, and it’s a big part of why I became an entrepreneur in the first place.
In essence, it’s about preparing yourself physically and mentally, and then actively seeking out those challenges with enthusiasm. That’s the combination that fuels my approach to both life and business.
What strategies do you use to manage stress and maintain focus during a crisis?
Philip Portman: In this field, there are times when the cause of an issue is entirely beyond our control, like when there’s a hiccup with a partner’s connection or an unforeseen technical glitch occurs. When these situations arise, it’s crucial for us to approach them with a clear plan and a strong commitment to our customers.
First and foremost, our approach centers on understanding the situation as comprehensively as possible from the outset. Gathering all available information is key. This allows us to accurately assess the issue and its potential impact. Knowledge is power in these circumstances.
Equally vital is our dedication to transparent and timely communication with our customers. We firmly believe that when you’re upfront and honest with your clients about what’s happening, you tend to receive a more positive response.
We all know that no technology is flawless, and every tech company, at some point, encounters challenges. It’s the nature of the industry due to the complex interplay of various components.
Understanding the situation and communicating with our customers are only the first steps. The next critical phase involves working closely with our team to identify the root cause of the issue and develop strategies to resolve it. We’re committed to learning from our experiences, and if we can take ownership of the problem, we certainly will.
We’ve learned from past situations that owning our issues and taking them in-house, whenever possible, is more effective than relying on third parties.
However, in cases where third-party involvement is unavoidable, we take proactive steps to minimize the risk of a recurrence. This includes exploring redundancies and fail-safes to ensure that such issues are less likely to happen again.
It’s important to note that challenges and unforeseen issues are part and parcel of the tech industry. We embrace them as opportunities to strengthen our company. Every time we’ve encountered a bug or a problem, we’ve taken it as a chance to improve our systems and processes. This approach has consistently made us a more resilient and robust tech company.
In summary, our approach involves understanding, open communication, taking ownership when possible, and continuous improvement. Challenges are an inherent part of our field, and we use them as stepping stones to enhance our company’s capabilities and better serve our customers.
How do you communicate with your team during a crisis?
Philip Portman: For us, it’s all about coming together and making the situation a top priority. When there’s a crisis, we don’t hesitate to pull the entire team and leadership group together to address it promptly.
Now, we’re very mindful of our team members’ time and commitments, especially when it comes to their families and personal lives. So if I’m reaching out to someone over the weekend or after regular business hours, they understand that it’s because the situation is an emergency.
In fact, most of our team members have a dedicated “bat phone,” so to speak. If they receive a call on that line, they know it’s a matter of utmost urgency, and they jump into action.
When we assemble the leadership team to tackle these issues, it becomes a brainstorming session. We’re not just looking at the problem; we’re exploring various angles, discussing our options, and coming up with a plan of action. It’s truly a team effort that involves multiple facets of our organization.
We ensure that it’s not only the tech team involved but also the CFO, the marketing team, customer service, and everyone relevant to the situation. This approach ensures that the entire organization is aligned in its response. Customer service knows how to communicate with their teams, marketing knows how to relay the message to our customers, the development team knows their tasks, and finance understands the cost implications.
This collaborative effort is all about creating a shared vision for resolving the issue. We firmly believe that a shared vision is one of the most vital assets a company can have. It aligns everyone from top to bottom, ensuring that we’re all working toward the same goal.
In essence, when a crisis emerges, we pull our team together, create a shared vision, and leverage our collective expertise to devise and implement a strategy for resolution. This approach not only helps us address immediate challenges but also strengthens our team’s cohesion and overall performance. It’s about unity, focus, and dedication to maintaining our commitment to excellence, even in the face of adversity.
What advice would you give to other CEOs on building resilience in their organizations?
Philip Portman: It’s all about building a strong foundation. I firmly believe that at the heart of any successful organization are healthy employees, a healthy workplace, and robust processes.
First and foremost, we’re dedicated to fostering healthy employees. This means not just physical health but also mental well-being. We offer mental health services to ensure that our team members are not only taking care of their bodies but their minds as well. We talk about this openly because we believe that mental health is an integral part of self-care.
A healthy organization, to me, is one that provides a work-life balance. It’s about respecting the limits of human capacity. If we have employees working seven days a week, 18-hour days, they might be able to maintain it for a while, but burnout is inevitable. We don’t want that. We understand that running a company where everything is an emergency all the time is unsustainable and detrimental to our team.
Predictability is another key aspect of a healthy organization. We strive to be as predictable as possible as leaders. Our meetings are scheduled at the same time every week or day, and all-team meetings are consistent too. Of course, there may be exceptions, but we do our best to stick to these schedules. It’s all about keeping everyone informed and on the same page.
Furthermore, I’ve learned the importance of not inadvertently creating expectations of constant availability. I used to message employees on weekends, which made them think they needed to be available at all times. This was not beneficial to them and would cause stress. It’s crucial to give our employees the space they deserve outside of work hours. This healthy work-life balance is essential to their overall well-being and resilience.
Part of being a resilient employee is having the freedom to take calculated risks and make mistakes. We’ve had our fair share of mistakes in our company, but we don’t see them as failures; we see them as lessons. This approach encourages our team to focus on solutions and business growth rather than worrying about job security. It empowers them to come up with creative solutions when challenges arise.
In essence, it’s about nurturing healthy individuals, creating a balanced work environment, and fostering a culture that values growth through learning and adaptability. This approach not only ensures that our employees are at their best, but it also enables our company to thrive and stay ahead of the curve. It’s a win-win that we’re committed to maintaining.
How do you prepare your business for potential future crises?
Philip Portman: I think that’s a fantastic question, and I couldn’t agree more with the importance of staying well-prepared and informed to navigate the complexities of our industry. At our organization, we place a strong emphasis on proactively addressing potential issues and ensuring that we have solid plans in place to deal with any unforeseen challenges.
One of the ways we do this is by having robust backup plans and insurance strategies. These measures are essential in providing us with a safety net to handle unexpected situations. We recognize that the unexpected can happen at any time, and having these contingency plans allows us to respond quickly and effectively.
Additionally, knowledge is key in our industry, which is why we prioritize staying informed about the latest industry developments. This extends beyond just understanding the latest trends; it’s about being well-versed in various risk factors. Whether it’s related to employees, business practices, or technology, we make it a priority to identify potential vulnerabilities in our operations.
This commitment to knowledge and continuous learning extends to our team members as well. We actively seek individuals who are naturally curious, constantly exploring, and dedicated to researching and staying updated. By having a team that’s always looking for potential pitfalls and problems, we create a culture of vigilance and preparedness.
We’re also proactive about building redundancy plans to mitigate risks and address potential catastrophes. Just as we’re continuously developing new features and enhancing our system to facilitate growth, we’re equally focused on the defensive side, evaluating new security risks and emerging challenges in our industry.
In essence, our approach revolves around challenging assumptions, staying informed about industry trends, and continuously educating ourselves to protect our organization. This is not just about being reactive but, more importantly, about being proactive and ready to face whatever comes our way. It’s part of our DNA as a company, and it’s what helps us maintain resilience and adaptability in an ever-changing landscape.
What’s the most important lesson you’ve learned about leadership in times of crisis?
Philip Portman: Early in my career, a mentor imparted to me the three essential keys to effective leadership: shared vision, say and do, and inspire differently.
First and foremost, shared vision is a cornerstone of strong leadership. It’s about ensuring that everyone in the team is aligned and on the same page. When we’re facing a crisis, the leadership’s role is to initiate this alignment through clear and consistent communication. This process begins with a thorough analysis of the situation and a well-defined plan of action. Equally important is crafting a message that resonates with everyone involved.
From my perspective, in times of crisis, it’s vital for the entire team to be working toward a common goal, driven by that shared vision. Whether it’s a conversation with developers, customer service, or our valued customers, the message must remain consistent across the board. When we achieve this, we harness the collective force of everyone pushing in the same direction, making us far more effective in resolving problems and moving towards our intended outcomes.
In essence, shared vision is the foundation of effective leadership, especially during times of crisis. It’s about uniting the team around a common goal, facilitating clear communication, and ensuring that everyone is synchronized in their efforts. This unity creates a powerful force that propels us toward success.
