IT IS ALL ABOUT DOING WHAT IS RIGHT
To achieve that high level of client and employee satisfaction, the Network 1 team lives by our 1-Damentals, which are 20 fundamental behaviors our team created to meet and exceed expectations internally and externally.
Network 1’s main goal is to delight our clients; after all, our continued success and growth depends on it. Our clients expect and deserve a quality product and courteous, attentive service.
Our team members are just as important. We are committed to attracting and retaining quality professionals, which is why we’ve worked hard to create a pleasant and rewarding culture. Our success over the years is largely due to how our employees and management team work together to serve our clients, all of whom do their jobs and deliver service according to these 1-Damentals.
- Be Responsive: Respond to client issues quickly, even if actual work doesn’t begin until later. Respond to your peers, too.
- Communicate: All problems are greatly eased with a little communication. Know your audience but a phone call is generally best. Be understood and keep your peers in the loop. Speak “English” to our clients. Being a great communicator requires us to be a great listener. Listen with focus, an open mind and waiting for all the facts before drawing conclusions. A follow-up call or email the next day to check in is a great way to build the relationship, trust and good will.
- Make/keep commitments: Do what you say you’re going to do when you say you’re going to do it. Be on time for all appointments; punctuality shows respect for others. If you’re going to miss a commitment, notify others early and agree on a new commitment. Learn to create mutually understood expectations in every situation. Be realistic when estimating how long something will take.
- It’s a Marriage: The real value of our client relationship is that it will last 10+ years. Sometimes we sacrifice in the short term for the sake of the long term.
- Appearance counts: Your personal appearance makes a strong statement about the pride you take in your performance. Dress neatly and professionally. Keep your desk in order and clients’ server rooms tidy. The state of the server room reflects on you.
- Deskside Manner: Create a feeling of warmth and friendliness in every client interaction. Empathize and be honest. Every time you interact with a client you’re on stage. Make working with you an extraordinary and memorable experience. We are in the “helping people” business.
- Expert Advice: Our clients value our knowledge, experience and expert advice. They rely on us to give them reliable solutions to their business problems. Sometimes the right solution for the client isn’t the best for Network 1. Be firm about certain recommendations
- Focus: When onsite, give the client your undivided attention and minimize cell phone use. Clients notice when your focus is elsewhere. Keep interruptions brief.
- Man up: IT is 24x7. That’s the nature of this business. No one likes last minute, unscheduled requests but do it without complaint. It doesn’t happen often but that’s how we take care of our clients and earn their loyalty.
- Persistence: When the going gets tough, dig in. Be resourceful. If someone else solves the problem, learn how they did it.
- Explore: Look for new opportunities to make the Network 1 experience better. Sometimes this is helping a bogged down peer, sometimes it is bringing a new solution to the table that makes our service better.
- Find Root Cause: Recurring issues are our industry’s biggest complaint. Find and fix the root-cause problem. Dig deep. Band-Aids are temporary… and hurt when you rip them off. When you think it’s fixed, reboot it and test again.
- Trust People: Assume that people are inherently good, fair, honest and want to do the right thing.
- Be Hungry: Actively seek new learning opportunities. Improve yourself. There are no stupid questions. Show Initiative. Get involved, volunteer your services, even if it’s outside of your team. Don’t wait for things to come to you.
- Fess up: We all make mistakes, learn from them. The truth will come out, so it’s better coming from you than someone else.
- Embrace Humor: IT is a serious business. Our jobs and lives can be more enjoyable if we add some humor, recognizing there is a time and place for it. The world has much larger problems than our own.
- Be Humble: Check ego at the door. Always be willing to change a keyboard.
- Details matter: Sweat the small stuff. It matters. Choose words carefully. Plan ahead. A little forethought and preparation minimize the risk of unexpected outcomes.
- We’ve Got Your Back: Treat a peer like you would want to be treated. Always (that is, ALWAYS) get the other side of the story and don’t jump to conclusions.
- One Company, One Team: There is no “them.” We are all in this together.
WANT TO LEARN MORE?
Interested in learning more about our culture and open positions? Send us a note and let us know what interests you.