Founders Must Work In the Business to be able to Truly Work On the Business

Founders Must Work In the Business to be able to Truly Work On the Business

As a founder and leader, I’ve always believed there’s a difference between offering a service and being willing to serve. Offering a service is transactional, while being willing to serve is transformational. This has been a guiding philosophy on my journey as a founder. Whether it’s building Omniboost’s tech, growing the team, or solving a client’s challenge at 2 AM.

At Omniboost, we’ve scaled into 85 countries, created over 7,000 integrations, and expanded into new markets and verticals. None of this would have been possible without embracing a mindset of service, both internally with the team or externally with our customers. And to serve effectively, I’ve found it essential to work in the business, and here is why I believe every founder needs to do the same. 

Setting THE Example: Willingness to Serve, Always...

When we first started Omniboost, I didn’t hesitate to step into every role, being sales, support, onboarding and coding. Why? Because leadership isn’t just about delegation; it’s about demonstrating a willingness to serve. Whether it’s answering a late-night customer query or helping a developer troubleshoot. These moments show your team what commitment really looks like. 

This willingness creates a culture where everyone feels empowered to go above and beyond. After all, if the CEO can roll up his sleeves, so can everyone else. 

Staying Grounded in Reality

When I’m involved in the day-to-day, I see the reality of our operations. The challenges faced by our support team, the frustrations of our customers, and the grind of a sales cycle. This isn’t about micromanaging. It’s about staying connected to the core of what makes the business tick. 

It’s also where innovation is born. Understanding challenges, frustrations, and areas of optimization is what allows us to innovate with automation. I believe automation should liberate humans from mundane tasks so we can focus on what truly matters. I’ve seen firsthand how understanding operational bottlenecks fuels the creativity to solve them. 

Building Authentic Relationships

One week after Omniboost stumbled into the hospitality industry (a story for another day), I was on a plane to sign our first hospitality client. That’s where the journey began. Not with a slick pitch deck, but by listening to real-world problems from real people. 

This willingness to serve, whether it’s jumping on a customer onboarding call or sitting with a team member struggling with a tough issue, is how relationships are built. It’s how trust is earned, both with your team and your clients. 

Stoicism in Action: Flourishing Through Service

As a ‘student’ of Stoicism, I’ve learned the value of mindfulness, resilience, and creativity. Working in the business is a practice in all three. It grounds me in the present, demands creative solutions to challenges, and builds the resilience needed to adapt and grow. 

Serving in this way isn’t just a business strategy, it’s a way to flourish. Personally, professionally, and collectively as a team.

Bridging the Gap Between Vision and Execution

It’s easy to fall into the trap of focusing solely on high-level strategy. But scaling a business requires a deep understanding of the nuts and bolts. Spending time in the trenches ensures that your vision is rooted in operational reality. 

At Omniboost, this has been crucial. By working closely with our developers, I’ve been able to help shape our platform into what it is today. And by stepping into sales, operations and support, I’ve been able to sit with and truly understand our clients’ pain points to create more holistic solutions to solve them. 

Adding Value Through Generosity

Ultimately, working in the business is about adding value. Whether for customers, teams, or the company, it is about being generous enough to give your time and energy where it is needed most. 

At Omniboost, we’ve used this philosophy to create a platform that empowers others to focus on what matters most. A journey that started by focusing on what matters most to me: serving our customers and my team with unwavering dedication. 

Finding Balance: The Founder’s Role 

I’m not saying founders should stay entrenched in day-to-day operations forever. But dipping back into the operational side, especially during critical moments, keeps you connected, grounded, and aligned with the people who make your vision a reality.

In my personal life, I treasure the moments I spend traveling with my wife and daughters, discovering new cultures, and exploring our favorite places like New York City. Those moments remind me of why I do what I do. Similarly, working in the business reminds me of why Omniboost exists: to serve, to innovate, and to create a platform that empowers others. 

So, if you’re a founder or CEO, I encourage you to embrace the trenches. Pull that night shift. Take that customer call. Sit with your team through a tough challenge. Not because you have to, but because it’s how you lead, inspire, and build a business that truly adds value. 

That’s how we serve. That’s how we grow. And that’s how we thrive.