It’s hard to believe, but Gophr celebrated its 10th anniversary last month. As I reflect on this milestone, I want to take a moment to thank everyone who’s been part of this journey. The customers, couriers, and employees who’ve been with us over the years.
We recently celebrated together in Cambridge, and it was a moment to take stock of how far we’ve come. Building and growing a business for 10 years is no small feat—especially in the hyper-competitive world of delivery. Growth hasn’t always been as fast as I envisioned, but the learning curve has been immense, and it’s been worth every challenge.
Over these 10 years, we’ve hit major milestones: replacing HelloFresh’s entire internal fleet, being recognised in the Deloitte Fast 50 (twice), launching the award-winning Screwfix Sprint (and growing to over 450 stores). And maintaining one of the highest NPS scores in the industry.
But perhaps more important than the milestones are the lessons learned along the way.
So here are 10 things I’ve learned from running Gophr for the last 10 years;
1. Do Your Homework and Go Deep
One of the biggest challenges we’ve faced is competing with companies that have much deeper pockets. It’s tough, but doing your homework up front will stand you in good stead. I’ve learned that going deep into the details—whether that’s in research, planning, or execution—gives you a stronger foundation to weather whatever comes your way.
2. Hire People Who Care
Team building is crucial, and it all starts with hiring. Look for people with integrity who genuinely care. If they’re smart, they can learn anything. What’s more important is how they approach problems and how they work with others. Give them hard challenges, and they’ll grow into their roles.
3. Culture = people
A company’s culture is defined by its people. It’s simple: hire good people, and everything else falls into place. Culture comes from the individuals who make up the team, and we’ve been lucky to have some incredibly talented and dedicated people who’ve shaped Gophr into what it is today.
4. Be Flexible with Customers
Flexibility is key when it comes to building long-term customer relationships. Offering flexibility within your capabilities can open doors to new opportunities. We’ve always strived to tailor our services to meet the unique needs of each client, which has allowed us to grow with them over time.
5. Keep the Lines of Communication Open with Couriers
Our couriers are at the heart of Gophr, and keeping communication channels open with them has been one of our strengths. If you don’t stay engaged with your couriers, you’re missing a crucial part of the equation. We’ve always made it a point to understand their needs and adapt accordingly.
6. Take a Different Lane
Staying competitive in a saturated market is tough, but we’ve managed by carving out a different lane. While many other logistics tech companies focused on high-tech innovations, we remained focused on the traditional courier market—something we knew well. As the market gets more commodified, it’s our differentiation that keeps us competitive.
7. Iterate with Technology
One of the biggest lessons we’ve learned about technology and automation is the cost of indecision. Saying no to the wrong integrations or taking too long to build something that goes nowhere has cost us in the past. The key is to iterate, experiment, and learn as you go. Waiting too long can be costly.
8. Don’t Compare Finances
It’s easy to look at what competitors are doing, especially when they’ve raised millions, but comparing yourself to them is pointless. If you know your business and you can’t figure out how another company will ever make money, you’re probably right. We’ve seen companies raise tens, even hundreds of millions, only to burn through it all and collapse. Financial discipline is key.
9. Growth Comes from Unexpected Places
Nine times out of ten, growth doesn’t come from where you expected. The lesson? Try everything. Opportunities often emerge from unexpected sources, so be open and willing to explore new avenues.
10. Resilience is a Superpower
Over the years, the things that used to keep me awake at night don’t bother me anymore. Running a growing business forces you to level up, confront new challenges, and push through new barriers of stress. Ultimately, it makes you more resilient, and resilience is a superpower in business.
Thanks to everyone who has been a part of the journey so far.
Here’s to the next 10 years—and beyond.
