Getting to know you: Guy Letts, founder of CustomerSure

What do you currently do?
I run a small business after spending a long time in large businesses.  Therefore I spend most of my time learning that I don’t know as much as I thought I did.
What is your inspiration in business?
I enjoy everything to do with customer service and I’m fortunate to have acquired some great experience in the software industry.  CustomerSure is my ideal job!
Who do you admire?
I admire people who continue to champion the cause of their customers and their staff even though they’ve reached high office.  Sir Terry Leahy turned Tesco into a giant, but he still spent a lot of his time in the stores rubbing shoulders with his customers.  Julian Richer of Richer Sounds has quietly got on with building a great business with customer service and team spirit central to the company’s culture.
Looking back, are there things you would have done differently?
There are lots of practical things I’d do differently, but I think that’s just the normal process of learning from experience.  I wouldn’t change any of the major decisions.  The answer might well be different in a couple of years though, given we’re a young company in a new market.
What defines your way of doing business?
Delivering on my promises.  Respecting customers and employees.  Delivering simple, fast and robust software that solves business problems.
What advice would you give to someone just starting out?
Find people you respect and use them as sounding boards.  Listen to what they say but also apply your own best judgement.  Choose people who won’t be afraid to tell you uncomfortable truths.  Persevere.
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