Mexico, Mezcal, and More!
I just spent a work-week down in Mexico working with our new team – what an awesome experience that was! I’ve had the privilege of working with a lot of incredibly focused, passionate and talented people in my life, and these amazing people are no different. It’s a breath of fresh air.
We’ve been working for months on bringing this new team online. We interviewed, researched, and identified the most successful business process outsourcing (BPO)/back office firms in the world. Who we selected looks to be not only the right firm, but one of the best decisions we’ve made as a department in the history of our company. Time will tell, but I’m highly confident.
Kris and I arrived Monday night, and were in the office at 9am on Tuesday morning. We got the opportunity to sit down and talk to everyone, get to know a little about them, what they’re looking forward to, and what scares them the most about joining our team. The response we got was phenomenal. Questions, sincere commentary, pointed responses and observations. They seem to look past the end of their own nose when trying to figure something out.
When we were finalizing the contract with this firm, we decided that we had a few very key requirements:
- We had to focus on Quality of Service over Quantity
- The team had to be integrated into our corporate team, regardless of location
- Everyone has to be passionate about what we do, and agree to live by our team values
While we’ve had some go-rounds with management on the focus on quality over quantity (and the need to measure by quantifiable metrics), everyone is on the same page. Everyone is committed. Everyone is passionate. We’re one, separated only by geography. We are a team of committed individuals that will change the face of Customer Service at our organization.
Now, looking at the time spent outside of the office, we spent a great deal of time eating amazing food, consuming copious amounts of alcohol, and having great conversations. Outside of our new team, supervisors, and support staff, I had the opportunity to meet some incredible people. This firm employs some of the most amazing individuals. People from other programs wanted to sit down and talk, wanted to understand what our business is, what our goals are, and all of them seemed not only interested, but engaged in not only my own vision but in providing their input and guidance where it fits.
I’m ready for an incredible relationship, looking forward to making mistakes together, and to the successes that we’ll have.
“Mistakes are a part of being human. Appreciate your mistakes for what they are: precious life lessons that can only be learned the hard way. Unless it’s a fatal mistake, which, at least, others can learn from.” – Al Franken