Starting Capture’s Seventy Third Year
As we begin into Capture Technologies, Inc seventy third year I cannot help reflecting on how a small company survives and thrives for so many years.
New businesses seldom last past five years and the average life of a small business is just ten years. Large businesses are not exempt from extinction; just look at how Fortune 500 companies have fared since its beginning in 1955. Half of the companies on that initial list no longer exist.
To me long lived companies start with a solid, viable idea or product and put in the time and effort to make that product or service provide potential to prospects to either save them time, money or both.
Adaptability is the next trait that I believe is very important for survivability. Here smaller companies have the advantage as they can quickly adapt and/or change direction. Huge amounts of time and money are not spent on analysis, studies, and committees.
While a great idea or product is important, I think the key is, and always will be, Customer Service. We always hear a lot about Customer Service but what in fact is customer service? To me it begins with the first contact which might just be a call to the company. If so is that call handled efficiently, by a friendly and knowledge person, who can quickly answer your question or get you to someone who can? We, at Capture Technologies, Inc. believe answering calls is an important first step and we continue to do so to this day.
Knowledgeable salespeople is another key to longevity and that knowledge often comes from years on the job. Two of our sales team have been employee/owners for over twenty years and ours ales team average is over ten years.
Capture Technologies, Inc service team has excellent longevity, as well, with a way above industry average for years employed. While phone answering and good, knowledgeable salespeople is important once the sale is made customer service really rests on the shoulders of the service department.
Good customer service isn’t just arriving in a designated amount of time. That is a good beginning but what really counts is the issues are solved, the equipment is thoroughly checked out to discover any possible pending issues and keeping the customer aware of life expectancy so a timely transition to new technology is made possible. Yearly preventative maintenance is also very important for customers to enjoy little, if any, unexpected down time and a longer product life.
While we are not perfect we strive to be and to provide our customers, many of which have been with us for decades, excellent customer service from the time we pick up the phone, promptly answer an e-mail or text or chat with you on line.
Ed Wright
Author, entrepreneur, ultimate optimist who believes hard work - works!