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Jamie McBurney

Guiding Principle #1 Customer Success Comes First

 

I have the pleasure of working with customers from all facets of our community - people who come to me with their new million dollar ideas, refinements to tried and true philosophies, and everything between.

 

One thing that drives all of my conversations with them is my deeply ingrained belief that the success of our customer must come first and foremost.  We'll bend, bob, and weave to make sure that our customers are performing well in their market space.

 

REM has more *LIVE* customer support than any web design company that I'm aware of.  We put real designers, software architects, account managers and support technicians on your team.  They know your name, and you'll know theirs.  We put expertly guided needs analysis sessions together to help customers avoid money pits, build only the tools that customers need to be successful, and refer them to industry experts that will compliment their game plan.  I can also definitively say that we do this at costs that are below many of our competitors.

 

We've been in this community for 14 years and have an absurdly high customer retention rate which I attribute most to our number one guiding principle.  

 

Customer Success Comes First

 

As we help our customers succeed with their business goals, they grow closer to our team of experts which then help them achieve their goals even quicker or more dramatically.  It's a self feeding cycle that amplifies success over time.

 

I'm a proud card carrying member of REM and its Guiding Principles.  What project are you looking to succeed with next?

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Ryan Covert

Fostering Improvement Through Iterative Development

 

REM's guiding principles are applied to how we develop our core product and custom solutions.  In this blog post I will demonstrate how REM fosters improvement in our overall development process by way of embracing iterative development practices.

 

When our team decides on a new feature to add to WebWiz@rd, we dissect the requirements and intended output of the feature to determine all of the pieces that will make it tick.  By doing this we are able to break down larger requirements into smaller pieces that we can refine separately from all other parts of the solution. As these various pieces are developed, they are constantly tested against the full solution to ensure they meet the list of requirements.  This is the principle behind iterative development and it applies well to our work flow.

 

An example of this in action within the WebWiz@rd ecosystem can be experienced in our eCommerce solution.  A small, but very important part of our eCommerce solution is the receipt generator.  The code that we have developed to produce receipts for orders processed through our eCommerce solution acts entirely separate from other processes in the eCommerce solution.  This lends many benefits to us and our customers. Not only are we able to constantly refine and tweak our receipt generation process so that it is quick, efficient, and reliable - we are also able to completely customize its output in order to meet our customers' specific needs.  If a customer requires receipts to prevent pricing from being visible, we can easily remove pricing from their receipts while preventing this custom requirement from affecting any other customer's receipt generation process.  Once we have made this change, we can test the newly modified receipt generation process and tweak it as needed without affecting the rest of our eCommerce solution.

 

If you would like to learn more about REM's guiding principles, please feel free to visit our website or contact us directly.  We would be happy to talk your ear off about what we do and how we do it!

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Sean Sanderson

Guiding Principle #2 Take Ownership

 

Taking ownership for everything we do day to day is a guiding principal at REM.

 

As a designer I have no choice but to own every piece of design / art I create. I am given creative briefs that our clients have filled out to the best of their abilities. They have dreams and visions for their website - but not the artistic skills to complete. Helping them with their view gives me a great deal of happiness as I am able to transform their thoughts into stunning graphics and layouts that they are proud to call their own.

 

Recently, we have started to spruce up the office in some areas! As some of you may know we love a good game of fooseball.

 

It was time REM's House Rules had to be put up somewhere. With the help of Rob painting some chalkboard paint, I had a canvas for our rules to be etched into the walls in chalk.

 

Problem: Write 6-7 fooseball house rules on a wall, with chalk, and creatively make them look good!

 

Solution: Gather everyone's ideas for rules. Sketch it out - experimenting with different typography. Plan and lay out guidelines.Then, get to work meticulously writing each rule at a time.

 

Below is a shot of the wall. I'm very happy with the results! Now no one has an excuse not to buy doughnuts if they play a game and get skunked!!

 

 

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Laura Renner

Guiding Principle #7 - Customer Success Comes First

 

Customer success is the most important of our Guiding Principles (which is why you see it appear twice!).

 

Being the main technical support contact for our customers, I can definitely understand why the success of their website is extremely important. Because I work on and one-on-one basis with our customers I get to see the website from the beginning - to launch - and on wards.

 

I am here to answer any and all questions about the website and WebWiz@rd so I see a lot of different problems and help find a lot of different solutions.

 

It warms my heart to have a happy customer launch an awesome new site (even if there was some learning along the way). I have always seen the launch of a new site almost like moving into a new home. It's your space and it represents you - it's a great feeling to finally have it up and running smoothly and looking great (sort of like when you finally finish unpacking and organizing!).

 

I have recently started congratulating customers on the launch of their new sites using my blog posts. It is my own personal way of encouraging customer success through free marketing.

 

Many people browse blogs for information or something to read. If they come across a new site launch post and the subject matter interests them they are likely to contact the company.

 

2015 is going to be a great year for REM. Stay tuned to see even more examples of how customer success comes first!

 

 

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Jillian McBurney

Guiding Principle #6 - Persevere

 

When I first started working at REM just over 3 years ago, I was put to the task of helping one of our clients who greatly struggled with "all thing technical". 

 

Our terminology was foreign to her, she was unfamiliar with tools such as WebWiz@rd and she struggled with understanding why certain things needed to be done a certain way.  She was also close to retirement age and although I certainly don't believe that "all older people struggle with technology", she had not grown up in a technical world. Up until this new job responsibility, the only "technical" aspect of her job was replying to emails.

 

She was nervous to try things; such as clicking on an icon or even hovering over an icon.  She wanted her hand held through every step. 

 

Initially I did hold her hand.  I would show her what to do while I did the work for her.  After a while, I walked through the steps with her but insisted that she "do the clicking".  Eventually, she would call and walk me though the steps (just to ensure she didn't miss anything) and she completed all of the work.  About 4 months after I began working with her she gained the ability to make updates to her site pretty much without my assistance at all. 

 

Since that time, her website has been migrated into the new WebWiz@rd tools and another member of her team has taken on the responsibility of updating the website.  We rarely hear from her anymore and when we do, it is typically to get opinions and costs on making updates to her site.

 

I felt really proud of her (as corny as that may sound).  The strongest thing that kept her going was her willingness to learn.  Her perseverance was remarkable considering how frustrated she was at times.

 

I felt really proud of myself too (as boastful as that may sound).  It forced me to communicate differently and come up with a different teaching strategy.  I believe that dealing with such a challenging situation so early on at REM helped shape how I assist our clients now.

 

Within the past 3 years I have worked with a few other clients who have been equally intimidated by technology.  Just before the holidays I spoke to a new client who falls within this category as well. 

 

I'm sure that I'll be forced to reconsider my approach in a new way again!  If the outcome is anywhere close to the same success as my first challenge, everyone will get through it and everything will be alright.

 

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Rob Matlow

REM's Guiding Principles

 

Thanks to Jamie, I am especially happy with our new guiding principles of REM. Although these items are not new in the way we do things we wanted to make sure our staff and clients know what to expect when dealing with our team.  It helps to remind us what is most important.

 

The 6 7 Guiding Principles of REM

  1. Customer Success Comes First - A successful customer simultaneously demonstrates our worth in the market and our strength over our competitors.
     
  2. Take Ownership - REM leaders own solutions.  We demonstrate our solutions by owning the problem first.
     
  3. Think More - There is always another option.  Always.  Find it.
     
  4. Improve Everything - Good enough is only good enough for now.  We improve on everything we know and do every chance we can.
     
  5. Congratulate the Victory - Amplify our momentum with positive recognition.
     
  6. Persevere - In the face of debate, challenge and confusion, we push forward.  We make it through.
     
  7. Customer Success Comes First - A successful customer simultaneously demonstrates our worth in the market and our strength over our competitors.

You will notice that #1 and #7 are the same.  That is because this has always been the most important philosophy we have had at REM since we started over 14 years ago.  We have always tried to go the extra mile for our customers.  We pride ourselves on personalized and responsive customer support.  Our staff are always trying to find ways to proactively help our clients.

 

I would also like to thank Kim for her assistance with painting the guiding principles on the wall in our office for all to see.

 

REM's Guiding Principles

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Laura Renner

Happy New Year - Looking Forward to 2015!

 

Happy New Year from everyone here at REM!

 

2015 will be a great year!

 

REM Web Solutions will be closed Thursday, January 1 and will reopen on Friday, January 2.

 

 

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Rob Matlow

Happy Holidays

REM will be closed on Decemeber 24 - 26 and January 1.  We hope you have a very happy holiday.

 

 

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Jamie McBurney

I Still Use My G5 - Going On 10 Years

After almost 10 years, I am still using the Logitech G5 as my daily driver.  I have worn the paint off of three spots, and have contemplated replacing the teflon gliders on occasion, but this thing hasn't let me down once!

Out of curiosity I looked at my options for replacing this mouse, and apparently I am not the only person to want another one.  The going rate for this mouse is $265 which is about $200 more than I paid in 2005.  Yikes!

In unrelated news, I have an unspecified vintage computer peripheral for sale that has appreciated over 4 times its original worth.  It may or may not contain missing paint in 3 areas, and may or may not require new teflon gliders.  $250 CAD - Makes a great stocking stuffer or host gift for that discerning geek in your life.

 

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Laura Renner

Congrats on your new site Hayman Construction!

 

I would like to congratulate Hayman Construction on the launch of their new site!  

 

Everyone from both the REM and Hayman Construction teams deserves a congrats on a job well done!

 

Here is a brief snapshot of their new site:

 

 

If you would like to see the new design please visit the Hayman Construction website here.

 

 

 

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Blog  Bloggers


Jamie McBurney
40
January 22, 2015
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Ryan Covert
32
January 19, 2015
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Sean Sanderson
37
January 15, 2015
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Laura Renner
46
January 13, 2015
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Jillian McBurney
37
January 7, 2015
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Rob Matlow
47
January 5, 2015
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Joe Labrie
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December 1, 2014
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March
WHO Is This Email From?
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2011

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