I take this time of year and even this Q4 as a time to reflect over the past year and give pause. It is often easy to get caught up in the chaos of what is your normal work day, the days often blending into busy weeks and months. I often wonder what endeavor I would take up if I had more time. True we all work to earn a living, some of us are lucky enough to enjoy the people we work with and what we do for a living.
I have been thinking on what I would write on this month and I am reminded of a conversation I recently had with a colleague of mine. He was sharing his ideas and some of the processes he and his team had put in place for his staff and business. We each shared our experiences in dealing with some companies and how the level of customer service has really become a nonexistent way of life for most of the major companies you do business with nowadays. Pick any number of the companies you pay each month, the cell, power, auto and see how special you feel after that conversation. Why is it we can walk down to a local Starbucks and order a coffee from a complete stranger who takes the time to ask you what you want, and how you want it, and often how you are doing in general. The colleague went on to explain how he uses a negative customer service experience as a reminder and teaching tool for his own staff and employees. “This is what we do NOT want to become”, and “This is how we do NOT want a customer to feel when doing business with us”. He goes on to ask the question “How do we ensure that our company never treats or behaves in this manner?” Are we so focused on profit and growing our business that maybe we fail to safeguard what we have become? Shouldn’t you grow your business, shaped and modeled after your own ideas, ethics, and beliefs? You business owners ask yourself what kind of company you want to lead. I am of the opinion that while I am excited about growing our business and adding staff and services, new clients and contracts, I want to pause and carefully access where I am going and ask the question “Are we becoming what I want us to be in the business world”. Sometimes we can lose focus on the most important aspect of our business… others.
I want to take this opportunity to thank all of the vendors and companies that we work with each day and for their help in delivering world class service to our clients. I want to thank our clients for placing their trust in our care. We truly enjoy working with each of you throughout the year and especially want to wish all of you a safe and memorial time with your loved ones and the friends and colleagues you share your time with.
With Thanks,
Stephen B Faulkner
CEO & President
CYBERNUT SOLUTIONS LLC
