A Reflection on the Client Journey From 18,000 Feet

October 18, 2024

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Imagine the wind howling with gusts over 50 mph and carrying 50+ pounds on your back while hiking up a 30-degree incline. You’re tied to a rope team (more on that later) to prevent a catastrophic fall as you climb ever higher into air that contains only 45% of the oxygen available at sea level — all in the pursuit of a summit on an unfamiliar mountain.

Similarly, Velocity Advisory Group is often called into relationships with our clients at critical points in their own journeys. Some clients approach us when they are experiencing peril or seeking a guide for a safe return, while others enlist our help to reach new heights in unfamiliar environments filled with unseen hazards.

The Importance of an Experienced Guide

Alpine mountaineering is a demanding, potentially life-threatening pursuit. At lower levels, where the terrain is less technically challenging, novice climbers might believe they can go it alone, relying on fitness, decision-making skills, familiarity with the terrain, and teammates with similar experience. In the best conditions, they may return home safely, but the risks rise exponentially without a guide.

In the same way, businesses often believe they can navigate challenges on their own; however, without the guidance of an experienced partner, they face higher risks and may struggle much more — and longer — than necessary. A seasoned guide provides safety, speed, and skill development, leading to a more enjoyable and efficient path to success.

Leaders often work with Velocity because they recognize the need for expert guidance to either fix something that has broken within their organization or expedite safe, efficient growth. Our long-term clients see our value in both areas and appreciate our insights into their strategic future. They report the enormous benefit of having a strategic partner who understands their business, connects deeply with their people, and provides an objective, external perspective.

As one client put it:

“You’ve helped me with every component of my life that has been successful … even personally, the guidance you provided helped me achieve things I never thought possible in my job and my life.”

These words remind us of the incredible importance, responsibility, and privilege we have as executive coaches and business guides.

Choosing the Right Guide

Trust, confidence, experience, and reliability are critical skills that an excellent mountain guide must have. Alpine mountaineering demands technical expertise, risk assessment, weather planning, first aid, team development, motivation, communication, and leadership — all in an environment that puts your physical and mental stamina to the test.

Similarly, the Velocity team is made up of tenured leaders across various industries who have experienced significant business growth and are equipped with deep operational knowledge. We see our role as being “guides” in working with our clients’ businesses through the best and worst of times. Over our 15-year history, we’ve consulted with thousands of executives, helping them mitigate risks and build leadership capacity for the future.

During our company offsite in Texas last month, the Velocity team experienced firsthand the importance of this role through an exercise simulating glacier travel. We roped into a five-person team, navigating obstacles and turns, each person dependent on the one in front of them to maintain the right amount of tension in the rope. If one person didn’t keep up, the lead couldn’t move quickly or safely into a necessary position. If there was too much slack, the entire team risked falling. This visceral experience highlighted how crucial it is to have a guide who knows what they’re doing: someone who can maintain the tension, keep everyone aligned, and lead the group to victory.

We were reminded of what it means to lead and follow with trust.

Now imagine that scenario at 18,000 feet, in the dark, with a headlamp, on a steep slope, with only half the oxygen of sea level, after 10 hours of climbing. In those moments, having a guide you trust is the difference between success and failure, life and death.

Tying the Right Knot

We concluded our exercise at the company offsite by learning to tie two types of knots: a quick half-hitch and the complex figure-eight knot (Flemish knot). The figure-eight knot, if tied correctly, can support at least 10 people on one rope. A half hitch may not hold a single person, nor provide security/certainty from falling in moments of danger. While the half-hitch might suffice in low-risk situations where failure has limited consequences, the figure-eight is the knot you trust when your life is on the line.

In business, there are times when a quick fix is enough. But in critical operational and strategic decisions, it’s vitally important to take the time to “tie the figure-eight” — to implement business practices that won’t fail under pressure. Just like in climbing, the more a business practice or leader is tested, the more secure and reliable they become.

At Velocity, we help our clients identify when they can use a quick solution and when they need to invest in something more robust. Each member of our team left that day with a section of rope tied with a figure-eight knot, a reminder of the importance of using the right approach for each situation.

The Value of Great Guides

Throughout my career, both in climbing and in business, I’ve had the benefit of working with exceptional guides. The right guide can accelerate success and keep you in the game for the long haul. I’m fortunate to be part of the Velocity team, where we strive to deliver exceptional business value through our partnerships with great leaders.

At Velocity, we consider ourselves guides with an understanding of our great responsibility and your commitment to success. Whether you’re summiting a business “mountain” or facing a perilous situation, we aim to communicate effectively, identify risks, and push you toward growth. Our goal is to help you achieve milestones you once considered unattainable while preparing you for your next business expedition.

If you could use some guidance with your organizational culture, leadership team, or employee engagement, let’s talk.

A Reflection on the Client Journey From 18,000 Feet