Posts Tagged ‘business’
Typically our blog focuses on all things web, mobile and programming related. Being the holiday season, a time for sharing and reflection on the year we would like to take the time to share and be grateful. It is December 1st, and listening to the Barenaked Ladies version of Jingle Bells (if you haven’t heard it, you simply MUST…but be sure to listen to the whole song!) , has put me in a festive mood!
As some of you know, SYDCON is a small team, founded by a husband & wife, with a wonderful team of individuals that help us grow each and every day! When we started SYDCON it started out as a hobby. Dave likes to say it was gas money…then an extra vacation…then to what we do full-time to support our family! Starting out all on our own, with no investors, we are proud to say we’ve come a long way and can fully embrace the saying “It’s a Wonderful Life!” We can appreciate George Bailey’s hardworking outlook. SYDCON is located in suburban Crystal Lake, our own version of Bedford Falls!
If we are honored to have you as a Twitter follower, you may have heard us mention our family. As parents of 3 young kids, Christmas is obviously a enjoyable as well as memorable time for us. So, if you’ll indulge us, we have a little to say about them! You may or may not know that our name, “SYDCON” is born from combining the names of our two oldest, Sydney & Connor. SYDCON was founded before our youngest was born, so as we like to say, Shannon is the “Inc.”. Like the Bailey family, from It’s a Wonderful Life our business is not only run by family, it revolves around family. The way we see it, our kids are our Angel Investors and we answer to them!
When we are not at work, our time is consumed by our kids. It’s filled with a crazy amount of hockey, dance classes and recitals, SYDCON sponsored little league baseball (Dave thinks he’s George Steinbrenner), soccer, and of course some Disney time too!
During the holidays, we all often find ourselves reflecting on the year, its ups and downs, joys and sorrows. For us here at SYDCON, we can’t help but appreciate all of our clients, old and new, we wouldnt be here without you! We have met so many wonderful people through our business, as clients, as well as in social communities and we are thankful for our connection to all of you as well.
As I am putting this together, snow is softly falling outside my window, making this December 1st bring out the festive feelings. We would like to take this time to wish you and yours a wonderful holiday and happy and prosperous 2011!
Lately I have seen a few articles about small business vs. their big business competitors or David vs. Goliath. One common thread in a lot of the comments on these articles is customer service and just what the advantage is that small business has.
A main goal for a business should be customer service or 100% customer satisfaction, right? I realize that we live in a world where in many places customer service is lacking, it is one way we strive to be different, to be better.
Something we have encountered over the last year or so is partner firms going the extra mile to help their clients in anyway possible, even if that means referring them to someone else. Yes, you heard me, referring them elsewhere! And, no I am not crazy!
Face it, there are going to be times when your client comes to you with a request that is out of your realm, but a major factor for them. What do you do? Well, we have encountered a few different scenarios. One time our partner firm ignored their clients pleas for information on who worked on their project, the client had a specific need that they knew our partner couldn’t deliver, and they were OK with that, but were pleading for their help to be pointed in the right direction. Our partner refused to do so, but luckily their client found their resource on the first try, it ended up being the resource our client was trying to hide.
Another scenario we encountered, is a new partner came right out and said we know we don’t have the tools to offer our clients certain solutions, we would rather partner with someone or be able to offer them a referral than to loose the client! That’s putting your clients first.
And yet one last scenario, is a personal experience. We had a client make a request for something we had no experience in, but it wasn’t an unusual request either, since we work in a ever changing environment of tech. We asked for a bit of time to review the specs and offer a solution. In a short time it became apparent that due to lack of proper documentation from our clients vendor, we could not do what our client needed. We came back to them quickly and honestly, that unfortunately we couldn’t do the project. Our client while obviously was now faced with the task of finding a resource for this single issue, appreciated that we didn’t drag out the process, and that we were honest that it was beyond us at this time. They appreciated our honesty and recognized that we realized the importance of the issue to them and acted in a timely manner.
This is how I see it, you can either hide, and make excuses or stall when you cant help your clients or you can be a strong, confident business and not be afraid to say this is something we don’t offer, but we can with confidence refer you to our partner or help you find a competent resource and assist you in any way going forward!
Customer service is about putting your client first, it will gain you repeat business in the end, and maybe some new business from partner referrals. Go that extra mile!