As the CEO and Co-Founder of Help Scout, Nick Francis talks about being self-aware of all the things that you don’t know as a leader, hiring people in a remote culture, having and recognizing your own flaws, and that the real measure of a good leader is what happens when you’re not around. Every few weeks as part of The Heartbeat, I ask one question to a founder, CEO, or business owner I respect about their biggest leadership lesson learned. This week, I interview Nick Francis, the CEO and Co-Founder of Help Scout. CLAIRE: Hi, everyone. I’m Claire Lew. I’m the CEO of Know Your Team: software that helps managers avoid becoming a bad boss. And I have someone who is possibly the most opposite person of a bad boss who I’ve admired and respected for a very long time. I’ve got with me today Nick Francis who is the CEO and Co-founder of Help Scout, an amazing customer support platform that we actually, at Know Your Team, use and we’ve been customers for years – very, very happy customers. I originally got to know Nick, obviously, in him being a wonderful customer. But their company is pretty incredible, entirely remote, has over 90 employees, serving close to 10000, if not more than 10000 customers. By the hour, by the end of this call, it’ll be more than that. And I’m so excited to chat with you today, Nick, because I followed your writing. I had like a million questions from some blog posts that you’ve written. So, we have no shortage of things to talk about. But the first question I did want to ask you is around leadership. Actually, before I ask you that, there was actually one other thing I did want to ask you about, which is, you were sort of hinting to me that there was something really fun that you guys were doing with the company. And so, I want to ask you about that. And then we’ll get to the meat of things. NICK: OK, no problem. You may know this, you may not, but in February, Help Scout became a Certified B corporation. It’s something that we worked on for more than a year, and we’re really proud of the certification, really proud to be part of that community. And as a result of that, we started a program that’s in the process. In the next month or so, we’ll launch it and talk about it but it’s called Help Scout for Good. There’s a number of things that we’re going to do under the umbrella of Help Scout for Good. But one of those is that we’re doubling our discount for nonprofits to 20%. We’re also offering a 20% discount to all Certified B corps. And then finally, we’re offering up to a 100% discount to certain organizations that support some issues that we care deeply about – human rights, the environment, and online security and privacy. So yeah, we’re excited about that program and I’m trying to tell as many people as possible about it. So, Help Scout for Good. CLAIRE: Help Scout for Good, you heard it here first, really nice. Incredible. NICK: Really first, I haven’t talked about it. [Laughter] CLAIRE: I’m actually really honored. Actually, truly first, everyone who’s listening to this. That’s amazing and so in line with your mission and not to give everything away, I feel like it is just from k