Own the outcome

Providing outstanding service and support to customers requires constant attention to detail. Zerowait’s staff is dedicated to our customers’ success and last week our engineering staff got complimented from a customer in Australia on the quality of our service and the dedication of our engineering staff to solving problems. Often our staff has to weigh the risks of a change against the advantages of the change for the customer and we do this based on past experience, and the benefits to the customer.

The technical expertise that our staff possesses was acquired by years of learning on the job, but it also requires a record keeping system that is flexible and adaptable to the changing requirements of our business. We built our own systems over the last two decades to manage our customer’s contracts, inventory, production, and engineering tickets. As our business has grown the databases and programming time have increased and now we are looking to add programmers to our staff to handle these critical aspects of our business. Our customers require our staff to be able to access their technical and contractual information with a few clicks of the keyboard or mouse. So we are looking for folks that can be part of our team which is dedicated to providing our customers perfect service. We want someone who can think outside the box, and yet create a bulletproof and adaptable program that provides Zerowait competitive advantages.

This week I traveled to Austin, TX to meet with a customer and I learned some interesting information on how they are managing their data explosion with new file systems and the issues they are running into. It was the first time I had run into BTRFS in a production environment. I have been watching the evolution of BTRFS for quite a while and I am very interested to see how it works in their environment. These folks are technologically savvy, and they recognize that they are accountable for making certain that their own customer’s service is not interrupted. They were confident of their systems and choice of their File System.

Everybody measures their own risk tolerance a little differently. At Zerowait everyone understands that we are accountable to each other and our customers. I remember in 2006 when we started to expand globally I was warned about the risks involved in global expansion. It seemed worth the risks to me. And yet, in order to provide perfect service to our customers we rely on proven technologies and file systems based on our engineering team’s recommendations. Are file systems more risky than international travel, or a custom built CRM system to Zerowait’s business continuance?

It is interesting how we all measure risk every day in the different aspects of our lives.


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