Here at rezora we have a lot of values that we like to stick to: Always taking a sound and reasonable approach to tough situations, finding and utilizing the best strengths of every member of our team, and never feeding the gremlin after midnight. But at the core of our practices, we have five values in particular that we think about every single day as we do business. In an attempt to peel back the curtains on our methodology, I wanted to take the time to share these with you. They are:
Be Passionately Engaged.
Be Forward Thinking.
Be Eager to Serve.
Be Authentic.
Be Eager to Learn and Take Action.
These values are very near and dear to my heart, and one of the larger reasons why I have such a passion for working for this company. I frequently refer to these values with my colleagues, and time and time again they have proven to have great intrinsic merit that shows its face in many different forms. I won't cover each value in depth here, but I would like to dive into a couple to show why they are so valuable.
Working as the Senior Customer Success Manager here, I interface with hundreds of our users every week, doing my best to solve their problems and answer their questions. I see a lot of new faces, as well as many that I've seen numerous times before. With every interaction I have, I make certain that I am Passionately Engaged. In my line of work it can be all too easy to look forward to the end of a conversation, particularly when assisting multiple clients at once. Keeping these values at the forefront of my mind, however, helps me remember why I'm here — to help people succeed, which is something that I enjoy a tremendous amount and take great pride in.
From a purely volume and efficiency standpoint, however, it might actually seem that it's better to churn out support requests as quickly as possible. Doing business can be tricky in that way — do we do what looks best on paper, to solve as many tickets as possible in the shortest amount of time, or do we take a step back and look at the larger picture? The first option might be enticing from a numbers or financial standpoint. We could certainly solve more support requests with fewer people, cutting costs and running an extremely tight budget.
On the other hand, taking the time to analyze an individual's problem and helping them learn how to fix it themselves while also making a genuine connection can certainly take more time and effort and will rarely have a clear return on investment. But, as we learned from the words of Tony Hsieh, CEO of Zappos, a hug may be hard to measure the return on investment of, but that in no way means that there is no value there.
Sometimes that value simply takes longer to come to fruition, but I've often found that it eventually does. The connections we make will last a lifetime in our minds, and the help the we provide may be one of the missing links in our clients' long chains to success.
In my job, I also find great value in Being Authentic. When someone takes the time to email or chat with me, they should hopefully find that I have very little to hide. False promises will only come back to bite you later, and rarely has someone found that learning the full picture was actually an encumbrance. No, in fact the opposite is more often true. Being up front and genuine will gain you trust and understanding. Teaching someone, or giving them the ability to educate themselves will only benefit you both.
To be authentic means that by the time we're done talking, I've laid all my cards on the table, good and bad, and you've been given the chance to see the situation from all perspectives, mine included. It means that we can now work together to find a solution to whatever problem we are facing. Because, most importantly, by that point it is no longer only one person's problem, but rather one that I shoulder as well.
I very much appreciate your time in reading here, and a big thank you to my colleagues in the marketing department for allowing me to wax poetic for a while about my work.
Cheers,
Logan Kirk
