Clipboard Health’s reps were selling a product a competitor could copy. Matt embedded with the team, then trained them to sell the one thing that can’t be copied: the human story behind the software.
Clipboard Health is a Sequoia-backed healthcare staffing marketplace valued at $1.3 billion, connecting nurses and other clinical professionals with open shifts at hospitals, nursing homes, and care facilities across the country. The company runs lean, and sales sits close to product.
Growth was starting to flatten while competitors accelerated, and Clipboard was opening shop in a major market where an incumbent already owned the ground. Underneath all of it sat the problem every SaaS company is now living with: what stops a kid in a basement with AI from rebuilding your product? Feature lists had stopped being a moat. Reps were pitching instant pay, accountability protocols, and speed of fill, and prospects were hearing the same sentence every competitor was saying.
Matt came in with a notebook instead of a deck. He embedded with the team, rode along on sales and support calls, and interviewed real customers about what actually changed for them. The differentiator that turned up was human: the people, the judgment, and the relief on the other end of a filled shift.
So the training built human skills. Empathy, first. How to hear a customer’s real pain point and capture it in one vivid moment instead of a bullet list. Metaphor, so complicated things land fast. Role play, so it survives contact with a live call. The team crowdsourced its own story bank from real accounts, and left with narrative rituals to keep it growing after Matt went home.
The workshop earned an 8.5/10 rating from participants. More importantly, the customer conversations changed. Reps stopped pitching features and started building stories with prospects.
“Matt’s workshop gave our sales and ops teams at Clipboard the tools and mindset shift we needed. This certainly wasn’t a copy/paste workshop. Matt took the time to deeply understand our sales process and our product, going on multiple ride-alongs, sales calls, and support calls with our team. He uniquely captured our value proposition and communicated it in a way that allowed our counterparties to connect more emotionally with our story. We are seeing our customer conversations connect at far deeper levels than we ever had before, and we have seen a noticeable uptick in new customer close rates and existing customer lifetime value. We’re excited to continue working with Matt to ensure these new skills become ingrained throughout the entirety of our organization.”
Have a sales team that’s pitching features and losing deals? That’s a story problem.
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