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Here at IPSOFACTO, we have staff meetings on Fridays. After we check in with an emotion, we ask each other, “Hey, what client did you pamper this week? How did the pampering go? When did you pamper them? How did you pamper them? About what did you pamper them? Were they satisfied? Did you make them feel like a friend?
This, my dear reader, is central to our core values at IPSOFACTO. Pampering, generosity, NOT being right, looking at the long view, trusting and being skilled, and friendship. We try to see our client’s vision, align ourselves with love. We think about our clients, and when they’re mad (everyone gets mad) we apply the pampering plaster. When they question what’s going on, we pamper by giving.
Pampering: being Responsible, Patient, and Helpful. We pamper by sending out emails that ask about our client’s souls, their bodies, their minds. When a parent dies, there is no IT solution in that. But love and service are required. When our clients are sick, there is no IT solution in that. But love and service are required. When our clients are crazy (deadlines, bad weather, bad weeks…), love and service are required.
Ask Raul here at IPSOFACTO about Pampering. You say, “Hey Raul, how did you pamper this week?” He’ll say something like, “Joanie had an issue with her grandson who couldn’t connect his ipad to his Wi-Fi. I helped him out so he could finish his report.” Ask Aram here about Pampering (and Aram is super-technical). He’ll say, “AW’s network has a bad router that I suspect is not passing packets correctly. I saw a great new solution, wrote up a description, and sent it to them. I know they don’t want to spend money, but they deserve to know their options, right?”. Ask Jeff how he pampered, and he’ll say, “CK didn’t understand an invoice and is 3 months past due. I offered to go over and sit with them to explain the language.” Ask Olivier about pampering and he will say, “Ben and Felicia had a security question so I drove down and talked to them both about it. Ask Hector about Pampering, and he’ll say, “Marc and Laura got some new staff and they needed to be securely on-boarded right away, so I went there Saturday afternoon”. One of our clients had an ugly cable running right through their beautiful conference room. We go sick of it, so we re-cabled it. No expense to the client. Now it looks way better. This is pampering. And Pampering is the long view.
Pampering is always outside of the normal rules. Think ‘Snooty Waiter’, sure he serves food without spilling on you, but a good waiter is much more than just a server of food. Just as a good IT firm is much more than just a fixer of tech stuff. Share yourselves with us. Let us help you in more ways than just gadgets, networks, and computers. Ask us questions about anything, ask us about new solutions, or moving offices, designing new IT strategies, having more robust IT or moving faster than competitors….we Pamper. At IPSOFACTO, we think about these things for you and also send love and service in return.
Generosity in Pampering! Yesterday we had a client change Service Plans. If we prorated we would make more money from the client. So we didn’t prorate. We like to be generous. Maybe being generous will hurt our revenue stream a little, but generosity is the best long term solution, and we will all be happier for it. Generosity is the best!
To recap: We delight in Pampering, so we do it. It makes us feel better, and sleep better; so we do it. When we’re not sure of a decision, we pamper. That’s how we know the right decision was made.
Now, my dear reader, go and Pamper your clients (about something that is good for their mind, body, and soul. See what happens. Try Pampering just ONE single client and see how it feels.
Be well, and gods’ blessings.
Steve and Team.