What I learned from 10 years in business

Hello, and welcome to VIP: Value in People, my biweekly newsletter. Here, I’ll engage with you on what matters most to the customer service experience. Thank you so much for being here. If you want to know more about me or VIPdesk, click here!?

I can hardly believe that we’re rounding the corner on VIPdesk Connect’s first decade. Starting and leading this company has been a wonderful journey, both professionally and personally. Over the years, I’ve had the opportunity to join Mary Naylor , an incredible entrepreneur. I’ve gone through the journey of raising VC money, then selling the company, then inside a large global company (International SOS), to spinning-off as a company with a brand new focus. All of these experiences gave me a unique perspective that allowed me to build a company in a way that combines what I believe to be the best of the disciplined world with the spirit of an entrepreneur.?

Here are 10 of the most important lessons I’ve learned along the way. ?

1. Ask.- Ask for opportunities, ask for business, ask for support, ask for help! We all need others to get where we want to go, and if you don’t ask for what you need, you won’t get it. I would not have this business today if I hadn’t asked out loud, “should I buy this company and take it in a new direction?” (The answer was yes, by the way.) As a leader, it can be difficult to ask for help, because we feel like we should have all the answers. But of course that isn’t true. The best way forward is a fusion of experience, ideas, and the humans that make it all happen.
2. Build trust. ?This is a big one for me. At VIPdesk, we invest a lot of time in developing positive working relationships. It’s an integral part of what makes it successful. When times are stressful - and when you’re an entrepreneur, it happens a lot - trust is essential. When you know the other people well, you are better able to maneuver through frustrations and get to the next level.
3. Choose right over more. I would much rather do right by people than to win a huge contract that is terrible for everyone. When these opportunities arise, consider what is right for everyone at your organization before jumping on board. I have been there, trying futilely to deliver on promises made in a contract that are unreasonable, that don’t serve others well, don’t allow us to pay people properly. It’s not worth it. I imagine we could be a much larger entity if we sacrificed others to get there…? But why?
4. Be transparent. Transparency is one of our company values, that’s how important it is to me. I view everyone -? clients, team members, vendors, partners -? as an essential?part of our ecosystem. When you are open about where you are and why you are doing certain things, it is a breath of fresh air that serves everyone well.
5. Evolve and change. I believe that we are in the midst of a change revolution (I just wrote about it!), and those who resist change risk missing out on opportunities for game-changing innovation.?
6. Communicate. A lot. There is a concept in marketing called “the rule of seven” that says that a message needs to be shared at least seven times before it resonates. I’ve found that truth to extend far beyond getting someone to try your product, and it feels truer today than ever before. There are so many ways for us to connect with each other now; phone, email, Slack, Teams, and more. That means that sometimes what’s happening within a company can be lost. Reinforcing what is shared with your top leaders is key. They are the most influential people in the organization, and they are the ones who carry communications forth. Ensuring everyone is super clear and on the same page truly helps everyone have clarity and comfort.
7. Pick 3 and go. Have you ever come out of a meeting or planning session overwhelmed by the plan? When that happens to me, I try to choose three things I can focus on that tie to our priorities. Of course, I cheat and have the same for my life. If any of you have kids, you have priorities for your family too. And if you’re really exceptional, you make yourself a priority too. That one’s still a little tough for me.
8. Don’t delay tough decisions. Hemming and hawing over a decision doesn’t do anyone any good. I can honestly say that when we do make tough decisions - and execute them quickly - I never regret it. However, when my heart takes over my head and I delay the tough conversation, action, or movement, it almost always makes things worse (for myself and everyone else).
9. Let others shine. We all have gifts, every single one of us. And when they are revealed, we all benefit from their brilliance. There is nothing quite as wonderful as seeing someone step forward and shine brightly like the star they are.?
10. Express gratitude. Believe it or not, this one is selfish. The more you express gratitude, the better you feel. I say it, I write it, I journal about it, and I still feel I can do more. So thank your colleagues. Thank your friends, your family, your parents, your teachers, your clients, your partners. You’ll be glad you did.

And in that spirit, THANK YOU to everyone who has made VIPdesk the business it is today. The last 10 years have flown by, and I’ve been so lucky to have great people by my side every step of the way. I can’t wait to see what we will do next.?

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You can learn more about VIPdesk Connect here.