The Founder
Doug Steele spent 28 years as a Strategic Account Director working with some of the most operationally complex organizations in the world — at Salesforce, Adobe, Coveo, and Oracle. The work was never really about software. It was about mapping the gap between what organizations think their customers experience and what's actually happening at the point of contact.
Recording thousands of customer interactions. Finding where friction compounds into lost revenue. Building the operational case for change. That discipline transfers to any sector where the customer relationship is the asset.
The translation.
In a contact center, the wave is the resolution — the moment the customer gets what they came for. Everything else is the seam: the hold time, the transfer, the follow-up that never came. That's where revenue leaks. Surf parks work the same way. The wave is the reward. But the guest journey has seams wrapping it on every side — discovery, booking, arrival, gear, session gaps, food and beverage, departure, follow-up. That's where Break Point Advisory works.
In the water since age 6.
Doug has been in the ocean his entire life — bodysurfing and bodyboarding for 55 years, stand-up surfing for the last 20. A Southern California local who understands surf culture from the inside. He's visited Kelly Slater's Surf Ranch, Palm Springs Surf Club, Waco Surf, Atlantic Park, and Revel Surf as a guest — experiencing the seams firsthand. He's a member of Surf Park Central and engages with the industry as a participant, not a vendor.
Why Break Point Advisory.
The surf park industry is scaling fast. Capital is moving in. Resort developers are betting on the experience economy. The operators who build lasting businesses aren't the ones with the best wave technology — they're the ones who engineer what happens around it. That's the gap Break Point Advisory was built to close.
