In this exclusive Q&A with Seb Robert, founder of Gophr, Business Matters explores the journey behind the innovative courier service that has redefined same-day delivery.
Seb shares how the early days of smartphone apps like Hailo and his frustration with unreliable delivery companies inspired him to create a solution that puts people at the center. From his admiration for pioneering figures to his candid reflections on the mistakes and core values that shape his business approach, Seb offers valuable insights for aspiring entrepreneurs and industry professionals alike.
What is the inspiration behind Gopher?
“Remember Hailo? It’s now been acquired and overtaken by the likes of Uber, but back in 2011, the black cab app gave a glimpse of what smartphones could offer – the ability to match customers with service. It was ahead of its time, but it was a sign of what was to come.
“I was also frustrated by the lack of good delivery experiences. There was no good, reliable delivery. It was just bad. Things got lost, they were delayed, and I had no idea when they would arrive. Eventually, I got so frustrated that I decided to solve the problem myself and adopt a fundamentally broken system to develop 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 do the research – from the perspective of the customer, the courier and the customer – and talk to as many people as I could. I even rode a bike myself to see what it was really like to be a courier.
“Then I took those lessons and experiences and used them to shape what Gopher would look like. And that still drives us to this day.”
Who do you admire?
Jonas Salk – American virologist and medical researcher who developed one of the first successful polio vaccines while overcoming many difficulties to do so.
“Then there’s Tim Berners-Lee – best known as the inventor of the World Wide Web. Talk about changing the world!
“Also, Frederick Banting and Charles Best – the discoverers of insulin.”
Why?
“These people have had a profound impact on the world and ultimately made it a better place to live in – we don’t see that happen every day. I think anyone who creates something truly innovative and then gives it away for free for the benefit of humanity deserves praise from anyone.”
Looking back, is there anything you would have done differently?
“I think I could write a thesis on everything I’ve ever done wrong. I’ve probably read ten times as much as I could write about mistakes other people have made that I ended up making myself anyway, so I think there’s simply no substitute for experience.
“Other than that, nothing honestly, as life has a way of teaching you by pressing you at your weak points and no one telling you, that would be as effective as the pain of getting hit in the face.”
What defines your approach to business?
“Our goal is to be trustworthy, principled, efficient, and kind whenever possible. There are times when you are forced to take paths you would rather not follow because not everyone is compatible with those principles or because others have their own rules that do not allow you to follow the vision you want to achieve, but that is life.”
“When it comes to our mission, we want to reimagine same-day delivery to make it work better for everyone involved; more efficient for businesses, more convenient for their customers, and more profitable for couriers. The delivery business, especially last-mile delivery, is still a people-driven business and we put people at the center of everything we do.
“We built the Gophr business model around professional couriers and thinking about what we could do to make their lives easier. The quality of the courier is critical. Just because you have a bike, a truck or a car doesn’t mean you’ll be a good courier. You need that specialist knowledge, you need that personal touch (the doorstep experience is something we pride ourselves on) and you need the right attitude.”
What advice would you give to someone who is just starting out?
“Know the space you’re going into! Know your plan inside and out.”
“I had no prior experience in the delivery industry, so I started taking introductions so I could understand how the industry worked. I reached out to friends, family, acquaintances and even some enemies. Just to get a chance. To get into the industry and find the right place where my idea could make a difference.
“And be very clear and very detailed about the destination from the beginning. And make that very clear to everyone involved. You don’t need to be specific about how to get there, just what the destination is.
“Take your time, too. The opportunity to launch your business stays open longer than you think. If you have a great idea, you can take your time and do your research, and when you launch, you have a better chance of success.”