- Business
At The Noledge Group, we’re proud of our long-standing relationships, not only with our customers but with our employees as well. Recently, we celebrated the anniversaries of several team members who have been with us for many years. These milestones not only reflect our strong company culture but also prompts us to consider why people choose to stay with us and what keeps them coming back year after year.
We recently had a conversation with our CEO, Ray Ryan, about employee retention, our customer approach, and the key attributes our ERP specialists bring to the table. Ray’s insights are both enlightening and motivating, highlighting the values and practices that define our business. Here’s a summary of our discussion:
What Makes People Stay?
At the heart of The Noledge Group’s success in retaining talent lies a simple but profound principle: empathy. Ray believes that treating employees with respect and understanding is key to fostering a strong, loyal team.
“You always need to put yourself in their shoes,” Ray said. “Empathy is a big word to have in mind when you’re dealing with people. You can’t ask someone to do something you wouldn’t do yourself. I’m the first to ask, ‘Would you like some tea?’ When people see that, they start taking ownership of their work.”
At The Noledge Group, we value not just the physical presence of our employees but their intellectual contributions as well. “We hire from the neck up,” Ray shared, noting that each person’s unique perspective and approach is what make them special. “If you treat people the way you’d like to be treated, empower them to make decisions that benefit them, not just the company – you’ll create a workplace where they want to stay.”
This philosophy extends to our customer relationships. “In the services industry, our raw material is people. I treat both customers and employees equally because they both buy into the company. That mutual respect and understanding is what keeps people here for years.”
Our Message to New Customers: Why Work with Us?
For over 20 years, we’ve built strong relationships with customers, and the reason is simple: consistency and attentiveness. “We have customers who’ve been with us for decades, and employees who stay just as long. That consistency is our secret ingredient.”
The Noledge Group offers something unique, an experience that’s tailored, like a boutique hotel, rather than a one-size-fits-all solution. “We’re not a Holiday Inn,” Ray explained. “We listen to what customers want, even if it’s in a very particular way, and we deliver. That’s what builds trust and loyalty.”
In creating a business that customers want to stay with, it’s essential to cultivate the right atmosphere. “To create that boutique experience, you have to sell it to both your customers and your employees. We don’t aim to be the perfect solution for everyone, but for those who join the club, we’re exactly what they need.”
Empathy extends to our customer relationships as well. “When a customer has a complex need, it’s essential to listen harder. We don’t work with a ‘trick or treat’ mindset; we simply do what we say we’ll do. And that’s how we maintain the relationships we’ve built over the years.”
The Key Skillsets of Our ERP Specialists
When it comes to our ERP specialists, two qualities stand out as crucial: ownership and the ability to listen. “If you don’t listen properly, you can’t really absorb what the customer is trying to communicate,” Ray explained. “And if you don’t understand the customer, you can’t take ownership of the solution from start to finish.”
Listening goes beyond merely hearing words, it’s about understanding the customer’s true needs. “For instance, it’s not enough to rely on the software’s ability to send invoices. You have to ask, ‘How would you like those invoices to go out?’ Not listening to the specifics will lead to poor outcomes, which can damage the relationship.”
Customer satisfaction is our priority, and our focus on listening ensures that we consistently deliver excellent services. As Ray’s famous quote goes, “If you focus on the outcome, the income will take care of itself.” “By making customer satisfaction your top priority, solving their problems, and consistently delivering top-quality service, you not only make a profit but also build strong, long-lasting relationships.”
At The Noledge Group, our ERP specialists understand that their success hinges on their ability to listen attentively and take ownership of each project, ensuring that the customer is happy with the final result.
The Power of Empathy, Listening, and Consistency
At The Noledge Group, we believe that the key to long-term success, whether with employees or customers lies in empathy, listening, and consistency. By fostering a culture of mutual respect and understanding, we’ve created a workplace where people want to stay and a service environment that customers can rely on.
As Ray neatly puts it: “If you treat people with respect, empower them to make their own decisions, and consistently deliver on your promises, you’ll build relationships that last for years.” That’s exactly what we strive to do every day, whether with our employees or our customers.
If you’re searching for an ERP software provider you can trust to design, implement, and project manage your ERP system, contact our team at The Noledge Group. As leading Sage and NetSuite Solution Providers, our skilled team will listen carefully to your business requirements. We pride ourselves on getting to know potential customers and working closely with them from the outset.
About the Author
Sinéad Galligani
Sinéad has been involved in the software industry, particularly in ERP, for over 25 years. Her career has spanned various roles, including Account Management, Key Account Management, and Business Development. In 2013, she became the Marketing Manager for The Noledge Group and now serves as the Chief Marketing Officer (CMO).