Business
Seb Robert, CEO and founder of Gophr
In this exclusive Q&A with Gophr founder Seb Robert, Business Matters magazine delves into the journey behind the innovative courier service that is redefining same-day delivery.
Seb shares the inspiration sparked by the early days of smartphone apps like Hailo and his frustration with unreliable couriers, which led him to create a solution that puts people first. From his admiration for trailblazing figures to his candid reflections on mistakes and the core values that shape his business approach, Seb offers valuable insights for aspiring entrepreneurs and industry veterans alike.
What was the inspiration behind Gophr?
“Do you remember Hailo? It has now been adopted and overtaken by companies like Uber, but in 2011 the Black Cab app gave a glimpse of what was possible with smartphones: the ability to connect customers to a service. It was before its time, but it was a sign of things to come.
“I was also so frustrated by the lack of good courier experiences. There were no good, reliable couriers. It was nonsense. Things got lost, too late, with no idea when they would arrive. Ultimately, I got so frustrated that I decided to fix it myself and take a fundamentally broken system and build something better.
“The problem was that I had no experience in the delivery world. My background was in music and media. So I had to start doing research – from the perspective of the customer, the carrier and the customer – and talk to as many people as possible. I even got on my bike myself to experience what it’s like to be a courier.
“Then I took those lessons and experiences and used them to determine what Gophr would look like. And it still guides us to this day.”
Who do you admire?
“Jonas Salk – an American virologist and medical researcher who developed one of the first successful polio vaccines and overcame many hardships in the process.
“Then there is Tim Berners-Lee – best known as the inventor of the World Wide Web. Talk about changing the world!
“And also Frederick Banting and Charles Best – the discoverers of insulin.”
Why?
“These people all had a profound effect on the world and ultimately made it a better place to live in. It’s not every day that we see that happen. I think anyone who creates something truly groundbreaking and then gives it away for free for the good of humanity deserves everyone’s praise.”
Looking back, is there anything you would have done differently?
“I think I could write a dissertation on everything I did wrong. I’ve probably read ten times as much as I could write about the mistakes other people have made that I ended up making myself, so I guess there’s simply no substitute for experience.
“For the rest there is honestly nothing, since life has a way of teaching you by pressing you on your weak spots and no one tells you that, that will be as effective as the pain you get from doing that gets a rake in your face.”
What defines your way of doing business?
“Aiming to be trustworthy, principled, competent and friendly wherever possible is part of everything we do. There are times when you are forced to take paths you would rather not tread, because not everyone is aligned around these principles or because others have their own rules that do not allow you to follow the vision you want to express. But that’s life.”
“When it comes to our mission, we want to reimagine same-day delivery so it works better for everyone involved; more efficient for businesses, more convenient for their customers and more profitable for couriers. The delivery industry, and especially the last mile, is still a people business and we put people at the heart of everything we do.
“We built Gophr’s business model around professional couriers and thinking about what we can do to make their lives easier. The quality of the courier is crucial. Just because you have a bike, a van or a car doesn’t mean you’re a good courier. You need that specialist knowledge, you need that personal touch (the experience at the door is something we are proud of) and you need the right attitude.”
What advice would you give to someone starting out?
“Know which room you’re going into! And know your plan inside and out.”
“I had no previous experience in the courier industry, so I started getting introductions so I could get an idea of how the industry works. I’ve picked up friends, family, acquaintances and even some enemies. Just to get an impression. To dig in and find the sweet spot where my idea could make a difference.
“And be very clear and super detailed about what the destination is from the beginning. And make that very clear to everyone you become involved with. You don’t have to dictate how to get there, you just have to decide what the destination is.
“And also take your time. The opportunity to start your business is open longer than you think. If you have a great idea, you can afford to take your time, do your homework, and then when you get started, you have an even better chance of success.
