welcome to another episode of Glide chat my name is Michael Lombardo sitting with me is the Golden Boy Jos brop AVP at Glide fast who gave you that name the Golden Boy I think it was Kevin Riley I think it was yeah Kevin uh maybe 2017 is when I when I first heard it and then it stuck it stuck w six years now that's crazy yeah just six years uh as of this month golden boys like that's that's that's in the past now you're just like everywhere dude thank you for like making my life a little bit easier because you just just everywhere you no I appreciate that it's been it's been crazy to see how far we've come in the past six years too and even like the space right and and the stuff that we're doing and you know all the different you know Awards of the company has won and we're just talking about the YouTube stuff before and and all the stuff that's out there it's just unbelievable and I still feel like we don't get like the respect or the recognition sh that we deserve but man we did win part of the year two years in a row globally part of the Year customer workflows your your pod customer workflows part of the year so we did get you know it's hard to say we don't get any recognition we definitely do and every once in a while it pops into my head of like when you walked into that office we sitting on boxes like oh yeah oh yeah I mean it was just like what am I doing and I mean at that point I mean service now has obviously been going gang busters for a long time but it you know it was always funny people talking about oh you know I think service now is kind of skilled and maybe it's going to Plateau a little bit but I think both of us were kind of like you know what this space is so early on and I think it's hard to see it if you work in the tool every day and you're like this is what more can it do it's kind of hard to visualize it outside because you don't get you know it's hard to see what the technolog is really doing but when you're in there and you're like this is just so easy to use know I can do things 10 times faster than other people are doing it and I was like this is the beginning of you know a complete Takeover in the space I remember when you and your brother had a bake off oh yeah right he's a full stack developer yeah and I remember like I want you to take an example and visualize this I want you to set up um a new web server right that's like a guest book as an example and basically I want people to be able to come to your guest book you know write their name in and you know put a little message for you and it's going to display on the page it was you know little coding project right it was something that I first did when I was getting involved D in technology and I remember I was like I want you to take that example tell me how long you think it's going to take to do that and then I'll do the same thing in service now but you think about all the steps you got to go through right you got to set up a new web server you know you need to write all the the JavaScript or python whatever you're going to use for that you need to set up a you need to set up a database you need to set up a database schema you need to make sure that you know the site is secure so people can inject something malicious into the fields and and screw the whole thing up so if you take all the time of like you know setting up the AWS server Zer whatever it is and installing everything that you need on it Apache right oh God you're talking at least 15 to 20 hours for someone who's good right at least at least and then you do the same thing in service now maybe an hour and a half for a proof of concept right it's like and get feedback and improve it and go a couple iterations you take that like little example though and you just apply that to other stuff and you realize you're like wow did you win him over with that oh yeah oh yeah he I mean once he started to understand because a lot of people like he didn't even understand that these types of things existed where you didn't have to you know write everything from scratch true platform right if you're a full stack engineer I think sometimes you don't even realize these things exist and you don't have to start from nowhere that's the struggle that service now and organizations kind of face and it's it's we're starting to win yeah because like you have all these different teams that don't understand how easy it is to just just do apps as a service right app Dev as a service app roll out as a service yeah what's interesting um that he started saying to me though he's like well you know one of the good things about building things from scratch what he was trying to convince me is you can do whatever you want and I was like what you can do whatever you want in service now exactly and he was like well you're so boxed into this world of you know whatever it service management or HR and I was like no you know with with app engine and all the different things that are out there you can expand whatever you we can keep it our own app that people don't even know it it communicates with the rest of it if we want it and then the benefit obviously on being on one place then I can leverage all these other things too I can leverage user Table locations cmdb I can leverage data and then the more processes we're putting in here the more we get to we don't need to integrate anymore you know it's already integrated exactly and and I think though it it is interesting I know over the course of the past five years right even since you know 2018 yeah the amount of things that have just been added on and we always and I think all of us we always talk about it everyone's looking for new ideas stuff that we could build that' be a value add to customers but it's like what is going to be the next big thing in service now like yeah what you know and I feel like there's so many different things that I work with customers all the time and see CM or what you know whatever it may be and there's just certain things they ask for and obviously service now has ideas coming in from every customer Every Which Way right but something I've talked about with a few people that I feel like would be super cool to see is some of the stuff that I see Shopify doing and I'm like service now is so well positioned to to start to get into some of that stuff especially around like the billing um like people like you have a service catalog you have products right you have customers buying things getting into that that billing space and being able to really do like from start to finish that whole ProCom exactly service now yeah I mean Shopify is the biggest platform for e-commerce right yep out there yep service now really doesn't have that way because even like I'm on the board of a nonprofit and like talking to them like there's no kind of clean way to accept payment y for you donations and stuff like that like native in service now and that goes into the again like it's all white space it's that's why you know service now is not going anywhere Shopify eCommerce you know any sort of payment exchange like any for goods like what if I mean what about customers that want to purchase Hardware right you know what what if they want to open that up to their customers exactly I mean because because Here's my thought right so when I work with customers especially like in the retail you know space or in government there's tons of use cases that have been brought up to me around we want people to be able to buy something in the catalog and yeah well they have their support system right but also check out I don't even think maybe it's not even service now building it natively into the tool but integrating with a tool like stripe or something potentially right like stripe having used it it's so easy to build an integration I would just love to see something like that where you could start to finish you go to check out right and you pay at the same time yeah so and like plaid too like you know how you can just like connect your bank account yep but there's really no like consumer exactly purchasing like exactly like and that's where the Shopify and I'll tell you the Shopify uh space is humming oh it's it's unbelievable there's a big merger I think with two of the main top two uh Shopify Partners Yep they're going really great I saw that I saw that just the other day I mean there's so much there's so much demand in that space for anyone who wants to start a small business and um I think yeah there's just so much opportunity there I think you know a big thing too though like when you look at service now right you have this customer support system where like you go in you're already getting you have your knowledge base and you're all already able to open cases right you're already able to do that stuff but if you were able to really like fit the whole solution into with being someone being able to check out and pay and then even even after it though right I mean I think the other thing too which I think would be awesome to see them get into is stuff that you see um you know around email marketing and being able and it already exists right so when you check out yeah like we were talking about the billing stuff if you could send a you know you can already send a customer an email based on certain events that happen yeah but then be able to do things like automatically enroll them in marketing emails right and start to get in I mean email marketing is a huge space too that I think they have the potential to get into it's a weird space right now too because they're changing you know with the gdpr and they're changing they change in California companies if they have your information they have to alert you right right that they have it they have to like tell you hey Josh we have your name email phone number stored in our CRM I'm hearing a lot of companies are like sending you that email you don't even know you're getting it they're intentionally putting words in that email to make it go to spam right so so technically they alerted you but you didn't get it cuz it went to spam is that that's kind of I mean and that also opens another door it's like do do you even want to go that direction right and I mean it's also I think it's a pretty saturated space too I think is what's hard to break into that yeah but I think like one of the biggest things that we've seen that service now already has such a huge presence in this space and and they and like they always compare it to like this is like Amazon it's like right right you know and some of the other stuff too and I think you know you start to see it with like Telecom order management and CSM order management where you're already there is kind of that pass through right but you could also just build it in so it's so it's all there so there there is just you know there's little pieces within the process that service now participates in which yeah I you know it's going to be interesting to see what right let's let's pick our top three spaces service now is not playing in I have a couple all right so e-commerce definitely yep Erp in like payroll truly like One-Stop shop for all employee needs I think that's right that's not yeah there's no sort of payroll or like workday people soft true like Erp system yep CRM CRM CRM so Salesforce truly going after because I think there's this like a Wall Street aspect where service now is like we're not a CRM we're not competing with Salesforce I mean we built our CRM I love our it works perfectly and it integrates with everything too and you and it's just like kind of makes sense eventually for them to just so that's like a lever I feel like that they're just they're just waiting to you know once they start to really start to see the sailing I think then they'll they'll they'll go they'll go for me I see I like all three of those for me I got to go top one is really like end to end around the billing piece of it yeah customer checkout um you know more of like kind of there's already service portal right but starting to really build an experience for an end user to come in and buy something I think that's for me that's number one number two I would love to see deeper on email marketing I know that's such a huge space but all the tools they already have around workflows and doing you know basic if else conditions you already have people's contact records or consumer records you already have and seeing the customer journey and then the last is yeah the CRM is just yeah I got to join you on that one yeah and then the other thing is Market segment yeah I mean they're not doing anything for SMB right I mean Salesforce has 150,000 customers I'm pretty sure what what a service now have like 10,000 I think it's like seven in the 7,000 range for yeah but I mean there's oh yeah it's not a space that they're in it's not they tried that service now Express that didn't work right I would love to see that though I mean especially running can you imagine running a small business on service now I mean it's it's the dream look what it did for us right I mean our business I swear to God like that day that day we spent money we didn't have y to buy service now yeah all those tools that we had brutal the expense reports in Excel I think we had 45 40 employees or something and yeah that was a game changer and we just said like what are we doing you know like why this is what we do for other customers we start hiring like crazy and I just remember one day sitting there just like talking to you and pip or whatever and just like we just scaled up 100 people and seemingly like painless and we're like running our business like building this business onboarding people making offer like we wouldn't have been able to do it without that platform swear to God and and I mean there's no real solution I think a lot of companies try B we can do everything but it doesn't really exist like I think service now is one of the only tools where it's like you can legit run a company on it and I mean people don't I'm like no like they're like like what do you use and I'm like we literally use service now for everything we use another system for invoicing and that's so that's another opportunity is like that the the true yeah a payroll you know part of the payroll is accounting and they're getting into that I saw in Vancouver there's some stuff that's starting to come out around that so the future's Sprite man I'll tell you like back to your point about like people thinking you know times up I remember when I first got in it it wasn't even public yet a was still private and I remember being like am I too late you know like I you know some of the other community members knew all this stuff I didn't I didn't know it yet and I was like man is it like am I too and like imagine my biggest thing is for all the people who think that it's too late to get in I can guarantee you that it's the very beginning and for anyone who's you know Wall Street analyst saying oh you know my service now is kind of expanded that they're done they're done growing I'm telling you I think I think you're in for a rude you know why you know why because the technology is real it is 100% like I just think service now scales and I don't know Salesforce skills as easily yeah and I mean I think there's just been the common sentiment that I've started to hear is our Salesforce implementation is so custom it's so hard to use and I think service now has gone the complete opposite where it's so easy to use for a lot of people now it's just built built really I think it's built I think that's the biggest biggest it's just yeah 100% rapid app development and just and just I don't know I just I just and it's fun as hell too how fun is it doing something a customer asks and then you show it back to them like wow they get so excited especially when it's something to like what I've always said about that is the things that are the easiest are the most impressed by and sometimes the things that are the hardest they're like oh you know doesn't seem yeah know but the thing is it really doesn't come up that often because most stuff like you know once you really get a good grasp on how where things are and how to navigate your way around everything is really not you know super difficult how about that feeling of like accomplishing something in in the platform unbelievable you you didn't think you could do or like oh yeah and you're just like let's go I mean I've had projects like that I saw one I had a project once where it was completely custom app it was you know Decades of of of development right it was just so custom and you know we took this project and we actually made it using like a dashboard it had all kinds of Integrations into other stuff though but you just you know just looking back on it it's just this huge Beast you have they gave us these diagrams there's you know 30 arrows going Every Which Way but then when you get to the the finish line and right and it's just how simplified it is you're like there's no better feeling to be like this is just such a better solution building such a better tool it's so much more scalable and you're like let's go right at the end no better feel such a crazy feeling like that's what's cool about being a developer I mean it's just like almost performing magic you're making something out of nothing you oh yeah yeah it's I mean that's what I love about every day you get to you get to build something yeah you get to deliver just value that you know most companies have never seen in such a short period of time and it's fun to do it I mean that that's the biggest thing is it's like I enjoy getting up for work every day and working in the tool I've been doing it for eight years and there's a lot of people like you know what maybe it's time to try something different I'm like can't I can't imagine I can't imagine what else I would do I feel bad for our competitors like yeah cuz like when when the acquisition happened I think they're like oh good like Lombardo and they Glide fast is going to fall yeah like no way I'm never retired oh yeah we got a group of people who are so passionate about at this point you just you can't match that F it's too much fun and it's we're so so good at what we do like if you're if you're Tom Brady why you think you never want to retire still winning championships true I mean yeah we've got we've got an unbelievable just love yeah the people and like you know we're making a positive impact in their lives and other people's lives like yeah it's just it's just like all around and the service now space is dominating too so it's like oh yeah you know we're in a we're in the winning League we're the winning team in the winning League it can't get any better it can't get better yeah and we're really helping customers like that's the biggest thing there's no other job that you can really get where you truly get to be make like and actually see a difference yeah gratification week to week month to month of just you're you're continuously helping making changes I need that I need that dopamine now I can't that Slow Burn of we're going to build this app for the next 10 years and hopefully that's why I'm I I struggle at a product company it's just so different I just don't think you get that same typ con right it's like you know you actually build relationships people you get to feel like you're actually par and see the value that provides and I think it's hard like in product you may not always get that right we're kind of in a unique position where you really get to see that dayto day one thing you know we always like to leave our audience with with some advice what's some advice for people maybe want to get into leadership and what is leadership to you what is leadership I think leadership the biggest thing is is really helping other people grow I think that's the biggest thing right of being you know and I think before I didn't really understand this but taking other people in giving them the tools they need to be successful and if someone has an idea right someone says hey you know I want to go try this it's like go ahead I want you to do it right I think allowing other people to be Innovative um and really you know taking everyone else and elevating them to the next level is is the biggest part about being a leader I think that's what everyone here does right yeah um you got that team culture and you know just making allowing people to to run with ideas be Innovative and and do what they want to do and you know some might work and some might not but at the end of the day right it's that's what it's all about exactly fail fast and like you heard me on the team call it's like it's about completing things too like hey take this on yeah but like let's make sure let's complete it and if it doesn't work that's fine yeah exactly um what I really like here too is I don't see that like toxic kind of leadership where it's like yeah don't outshine me you know like stay in your lane it's more like no like I want people around us that are do are you know winning you know like if we're encouraging people to lose then what are we going to do and it's not and I think the biggest difference too it's not a competition you have some type of leadership where you're giving demands right to to do things and they just want it because they want to elevate themselves or I think that's one that's what you see in leadership at some organizations But ultimately I feel like we're at a place where we truly like you know maybe sometimes you know I as I assigned someone a difficult task yeah I'm only doing that because I want them to truly be better and it's because I want them to grow in what they're doing you know and it's and it's not something you you're not willing to do yourself that's the other I think that's why you have so much respect from your team it's because they see you grind and they see you in there and and it's like same thing with me like I don't I never want to be that guy that's like yeah oh see Mike's at the beach and we're working like yeah I'm not going to do that I can't I would never ask in best example I asked people to get certifications I I had to do that too right I I got all my CTS you got your Sears we've all been through it right I can't lose mine or I'm never getting them back but hey it's part of it it's part of it let go thanks for all you do happy six years yes thank you coming up coming up technically next month but it's coming let's go all right thank you [Music] [Music] yeah