MSP SPOTLIGHT
Forget the Hacks— Dynamic Quest’ s CEO Is Building Growth the Hard Way( And It’ s Working)
CEO John Guillaume shares how empathy-driven leadership, operational discipline, and a commitment to service excellence are fueling Dynamic Quest’ s rapid growth— and what other MSPs can learn from it.
BY ESTHER SHEIN
John Guillaume CEO and President Dynamic Quest dynamicquest. com
Company Dynamic Quest
Founded 2000
Headquartered Greensboro, North Carolina
Geographic Market Southeast U. S.
Top Growth Indicator Revenue
YoY % of Growth 18.7 % since 2018
CEO and President John Guillaume
MSP Success: What are the top three growth indicators you use to measure your company and why?
John Guillaume: Things like revenue growth, EBITDA, and gross margin. Those are the commonly used financial metrics. But financial metrics are a funny thing. They are the outcomes of the work you put in. We also measure several metrics to determine how we’ re doing, where we’ re heading, and are we going in right direction.
Operationally, are we servicing our clients effectively? Are we delivering services they’ re happy to use? To understand that we measure at a more granular level; things like first contact resolution and overall problem resolution rates, outstanding tickets as a percentage of overall tickets, and mean time to repair.
We can have a preconceived notion of what we think we are delivering but that may not be the case. Developing empathy with our clients is one of the most empowering things I can do as CEO because it gives me context and perspective on what we’ re really doing.
I always encourage candor. If they’ re not happy with something, I want to know.
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