writinginarizona

Focus - how one young CEO works to exceed client expectations

Jade Meskill heads up a Chandler-based software solution company called Integrum.  Meskill started the complany as an offshoot of his work with Liberty Distributuon, and over the last three years has about doubled the company's size.  What's really interesting about Integrum, though, isn't its continuing and steady expansion (although in 2009 that alone is a nifty note). 

No, what's really cool about Integrum is the way Meskill has so thoroughly integrated a singular management style/practice that genuinely puts the client experience first - and still allows plenty of room and time to develop a tightly-knit and committed team.

He works through a system called agile. The agile movement, establsihed by a group of "independent thinkers about software development" averse to "Dilbertesque organizations," espouses the value of individuals, interactions and customer collaboration over processes, over-documentation and contract negotiation.

In Integrum's work, this means first removing the barriers between the workers and the clients - which allows everyone to develop a shared understanding of the project at hand.  Then, Integrum's people are responsible for giving the client daily and weekly updates - so there are no surprises on either side.  Weekly team lunches update everyone internally, and give everyone an opportunity to review what's working, what isn't and why.

Two or three important things about this system - it's totally transparent, which means there's no fudging possible anywhere.  Second, it's designed to make project move efifciently, garnering the most productivity from everyone involved. 

Here's the next important thing:  This gives everyone an opportunity to develop a work life balance.  Because, as Meskill says, if you're consistently working 60 or 80 hours a week, there's no way you can be genuinely effective in your work. 

Does it work?  Integrum hit 30 percent growth last year - and they say they're poised to double that this year.  And yes - they are indeed hiring.

Comments (0) 13.01.2009. 09:07

We all need a plan

I was talking with Matt and Kelly McEniry, owners of Wall-Art, when Matt mentioned that one of the most important things they've learned since buying the business in late 2004 is planning.  More specifically, "We learned it's important to have a written business plan," Kelly said.

"On paper.  So you can read it," Matt said. 

"We originally thought it would be for the bank.  It's not.  It's for the owners," Kelly said.

The critical importance of a fully-thought-out, written business plan is something small business owners have mentioned time after time as an essential part of running a successful business.

A written plan keeps you on track, reminds you of where you're going and how you  figured you'd get there.  It allows you to adjust your course, too, by giving you points of comparison.

After all, if you can't imagine where you're going….you might never get anywhere at all.

Outstanding customer service

Customer service can lift a company far above competitors, sometimes by creating a memorable interaction.

Here's an example:  When my air conditioning went on the fritz the day before the holiday, I figured I'd need luck to get a company out and my air restored without incurring holiday labor charges.  When I learned that the company that had sold me the unit had itself been sold and then got referred to yet another company, I thought, "Doom!"  Not so much.  I was referred to John McDowell, a veteran Mesa firefighter who runs JMAC, an air and heat services company with his son.  Not only did they promise to get me into their schedule - somehow - before the day was over, they were willing to call me before arrival so I didn't have to sit at home waiting.

Not only did they call by 6 p.m., McDowell waited patiently until I showed up - and then proceeded to demonstrate to me why he thought my unit was still in working order.  Then he spent another 20 minutes or more showing me how to kick-start the system myself, and what to look for when assessing illness or death for the unit and the thermostat. 

Altogether, I figure he was there a good 45 minutes or so.  The charge?  Nada.  Zero, zip, no fee.  I breathed a sigh of relief and happily took several cards and fridge magnets with his number on them.

And you can bet that's the company I'll call when the air finally does gasp its last.

Comments (1) 08.07.2008. 16:57