Client Spotlight - Cody Page of Peterson Sullivan
As COO of Peterson Sullivan, Cody Page has a broad view of how the firm runs. He saw dollars being left on the table, not because the professionals at Peterson Sullivan didn’t deliver on excellent customer service, but because the process and leverage model actually discouraged those professionals to bill their clients. As a buyer of professional services for the firm, it “drove him nuts.” After all, he knew how a good billing experience should look from a buyer’s perspective.
To remedy the situation, Page spearheaded a Lean Billing Project, removing the back and forth of paper and levels of approvals that added days, if not weeks, to the firm’s billing process. But as with many changes, this project met with some resistance. To overcome that push-back, Page says he tries to lead every conversation with “Why.” He also works to anticipate specific checkpoints where resistance will occur and head those off quickly to generate buy-in and reduce or eliminate surprises during rollout.
That push for a Lean business environment has paid off. Billing at Peterson Sullivan happens much quicker these days. Professionals can now prepare an invoice, solicit partner review and send it via email in minutes when necessary. The result? Significantly higher cash receipts since the project went live about a year ago.
Not content to rest on his laurels, Page is still working to fine tune the firm’s billing policies and work on better project management training so staff can identify change orders during client engagements. His advice for young professionals is to “never try to go at anything professionally by yourself. Build your network and empower people much smarter than you to carry out your vision.”
Get to know Cody
Page grew up in Calgary, Alberta, Canada. His family relocated to the Bay Area and then eventually settled in Washington State. Page says he’s always had an interest in technology but recognized the need to be well-rounded because, as he puts it, “As the only boy in my family, our lineage would stop with me if I didn’t get out of the house and do more physical and social activities.” Today, Page lives in Kirkland, Washington with his wife and their five-month-old daughter. Outside of work, he enjoys getting outside and staying active with wakeboarding and golf in the summer and snowboarding in the winter.
At the Boomer Technology Circles 2016 Summit, Page received the Bridging the Gap in Technology Award in recognition of his leadership in implementing the internal Lean Billing Project, challenging his firm to take their billing practices to the next level. Page also accepted the Bridging the Gap – Technology and Firm Management Project Award on behalf of Peterson Sullivan.