“So often times it
happens, that we live our lives in chains. And we never even know we have the
key.”
—Already Gone, Eagles
The true value of a consultant is to provide a client with a viewpoint that may not have been previously considered. Sometimes, the key to unlocking a challenge is approaching a task with a different perspective. Ultimately, the discovery can be as gratifying to the challenged as it is to the purveyor of insight.
James Rouse, senior manager, consulting and managed print services for Brother International, relishes the role of key master. The University of Virginia product relishes helping people look at things differently than they did before. In his role, he provides analysis for customers, which entails assessing their environments and fully understanding their spending and needs when it comes to their print deployments. He brings that same perspective-altering value proposition to resellers and assists in training their sales teams.
“When you’re teaching and you see the lightbulb in someone’s head click as you explain something, it’s a very rewarding experience,” said Rouse, a 2020 ENX Magazine Difference Maker. “I bring an analytical perspective, which is very much my personality. When I have something to say in a discussion, I always try to ensure that it’s very thoughtful. I hope that people see me as a voice of reason.”
Perhaps Rouse is such an effective teacher of the unconsidered because his career and life had thrust him in the role of student. Upon graduating from Virginia, he began to take classes toward attaining a Master of Divinity and sought out employment flexible with his schedule. That turned out to be a part-time role at a print-and-copy shop, which evolved into substantial roles with Kinko’s, Danka and eventually Ricoh, where he spent 16 years before arriving at Brother in mid-2018.
Fresh Perspective
Early in his career, Rouse was in the running for a regional sales position, but the post went to another candidate. Instead, he was selected to head a global managed document services team, and one of its biggest projects included creating an overview of the entire MDS portfolio—a staggering 350-odd page treatment. It wasn’t the role Rouse initially desired, but in the end, the destination was much more satisfying than he could have imagined.
“So, even though at first it seemed like I hadn’t gotten something I’d wanted, really I ended up with a fantastic opportunity to create what is arguably one of the biggest accomplishments of my career,” he noted.
Rouse credits Dan Waldinger, Brother’s senior director of B2B marketing, with helping to shape his personal and professional development, and emulates the example Waldinger has set from a leadership perspective. Waldinger stresses autonomy and accountability, entrusting team members to do what needs to be done, with the expectation that they will be able to demonstrate an ROI on the back end.
Calculating Success
In 2019, Rouse’s team developed a total cost of ownership calculator that has been well received by partners and customers. Beyond the TCO calculator, the team is currently putting the finishing touches on a subscription model that removes capital investment hurdles for customers and provides the flexibility needed to grow—a valuable tool considering the economic pressures applied by the pandemic.
Moving forward, Rouse aims to continue his own personal development while fostering ideas that enable customers and partners to unlock doors. “I’m always looking to take on a more proactive role,” he said. “Just as it’s important to be an advisor to my colleagues, I also want to jump in and be a driver of the business at every opportunity.”
Outside the office, Rouse and his wife, Erin, have been married 26 years and have four children—Sarah, Miriam, Scott and Peter. The Rouses enjoy camping and love to gather around a nice fire. The family picked up a vintage camper that is employed for longer trips. An ardent supporter of the University of Virginia men’s basketball team, Rouse remains passionate about his faith and is highly involved as a church elder.
