“People first, technology second.”
It’s one of the most used phrases at Everon, and I think it’s the foundation for the success we’ve had as a managed service provider to date.
“But I’m in the technology business”, you say. “Why is this important for me?”
Two realities:
Reality #1: You aren’t in the technology business, you are in the service business. The fact that your service is largely centered around or based on technology doesn’t change the fact that it’s people on the receiving end of what you deliver.
Reality #2: The majority of your services are still delivered and supported by people. It’s the interactions your clients have with these people when it’s necessary that determines the winners and losers in our marketplace.
For a good example of these realities in action, take a look at Rackspace. Rackspace is an “IT Hosting Company” (they recently started using that language - will others follow?); they offer hosted/managed servers, email, and other common IT functions. What makes them any different from the hundreds or thousands of other companies that do the same?
Their dedication to what they call “Fanatical Support”. It’s what allows them to charge more and grow faster than just abound anyone in their industry. That’s a nice combination.
Now what do you suppose is behind that fanatical service they provide? Hmmmmm? That’s right…people.
And who do you think those people are taking care of each day? That’s right…more people!
Yes, I’m being a smart-ass. But I see so many people and companies in our industry focused on the latest and greatest technology tool, thinking that it’s going to win them all of the new business they can handle. Well guess what? All of your competitors have access to that tool as well. The only way you are going to stand out is by the quality of people you have on your team and the level of service they provide to your customers.
People first, technology second.
MRC
