"A reduction of the record's department's real estate footprint from just over 26,00 sqft down to 9,500 sqft, thus providing the firm with cost-savings close to 50k annually, Cross-training of the entire records staff to improve efficiency and coverage needs, the destruction of 2,400 boxes and another 15,00 sent to offsite storage, a floor by floor audit and clean-up of all eight of the firms floors in Newark, and the list goes on and on."
Good Morning Folks,
We start the week with just that – Owning the Client. From end to end our business and model has never changed. Our clients choose FSO and make the change from their previous service provider or they outsource their in-house services. The relationship with every client always begins with the sales team hunting for opportunities or we get a referral or we get an RFP from all the great word of mouth and our marketing team efforts.
Getting that lead and opportunity is the hardest part and then our front end go to work through steps to the sale, relationship building, credibility building and convincing someone that they have to go with us and make a change as their risk of not changing is greater.
We (re) Imagine with them and our sales, analyst and marketing teams keep the pressure on. I am there every step of the way making it personal. Hours and hours are put in, tons of company dollars are invested, literally blood, sweat and tears from everyone to win the deal and get a client to buy us and entrust their office services teams and more to FSO.
This client buys what FSO is all about, they buy US they buy (re) Imagine, they buy peace of mind and sleep easy nights and they buy Me and team FSO.
So now this esctastic, elated new client who knows only perfection from the front end – unbelievable professionalism, buttoned up teams, perfect documents, personal communication and commitment from ME – is now in the hands of the FSO Operations Team.
The expectations are set and Ops must deliver and take the Client Experience to the next level. The Ops team must deliver the Promise to Practice that our clients bought – the (re) Imagine and the Sleepeasy
Today we hear from Kaci, one of our Business Operations Managers who delvers promise to practice at an AMLAW 100 law firm branch where we have just expanded to take on their Boston headquarters and 7 other branches. Kaci's team's efforts to WOW! our client each and every day and the results we achieved for them were key to entrusting us with expanded responsibilities. Kaci, over to you...
"I started with FSO back in March of 2012 after spending the previous 5 years with a competitor who shall remain nameless. I carefully decided to make the move over to FSO after having several discussions with Jim, since I had heard quite a few unflattering "rumors" about the company from my prior employer, which should come as no surprise for those of you who know where I used to work. I can now say without a doubt that it was one of the wisest career decisions that I have ever made.
Why is that you ask? Because FSO is a company that asks you to (re)imagine yourself everyday...Not only that, you are asked to (re)imagine the way you operate your specific "book of business", the way you communicate with your clients and staff, the level of service we provide our clients, and even the way present ourselves to the world by our dress & career apparel.
Actually, let me get a little more specific...
A little over a year ago my career took an unexpected turn when Jim asked me to drop a majority of my accounts and take on a new role as an EM/ED for new important client that was brought on board, called McCarter & English. Initially I was a little apprehensive, since the move almost seemed like it might take me backward, but after taking some time to see the bigger picture and (re)Imagine the possibilities...I viewed the move as an opportunity to show that I was a team player and that I could deliver for FSO and the client.
So as I sit here right now typing this message to all of you, I can say that I achieved both of those goals. In the past year or so, myself and the team here at McCarter have been able to accomplish the following; A reduction of the record's department's real estate footprint from just over 26,00 sqft down to 9,500 sqft, thus providing the firm with cost-savings close to 50k annually, Cross-training of the entire records staff to improve efficiency and coverage needs, the destruction of 2,400 boxes and another 15,00 sent to offsite storage, a floor by floor audit and clean-up of all eight of the firm's floors in Newark, and the list goes on and on.
All that being said, the client has definitely been "wow'd" by the FSO Experience...and we have been able to receive an annual increase, give raises to our staff, and add our first additional headcount in the firm's newly acquired East Brunswick office with many more to hopefully follow in the upcoming year. So please let my story be an inspiration to always try and (re)imagine any challenge, opportunity, difficulty, etc...that may present itself."So it is safe to say that Kaci's worth ethic, the resulting hospitality an ultimately the incredible business results and value achieved, was key to McCarter & English' decision to expand FSO presence to 8 locations including it's Boston headquarters.
Kaci thought being assigned one account after managing many was a demotion. But now we can all see why this was a promotion. It's all about (re) Imagining.
Hospitality is our DNA.
- Operational best practices continue to be our greatest asset.
- We invest in our people.
- We Fulfill Dreams.
- We put Promise to Practice.
The new ideas flowing, and the programs they spur are an investment in our most precious commodity… OUR PEOPLE! We are committed to providing our talent force with time-tested, proven and yet consistently (re)IMAGINED tools and focus like:
- Amazing Training
- Incredible Mentorship
- Creative Approaches
- Awesome Workshops
- Real-World Application
- Dynamic Development
- Endless Opportunities
Our job in hospitality is to make the client feel as if they are at home and create memories and experiences that want to make clients "return." It is also our job to make sure that we supply our clients with that “WOW" factor that makes them feel special. As important as it is to take care of our clients, it is equally important to take care of all of our team members. The more enthusiastic and happy our employees are at work the more productive they will be. Without the support of each team member that “WOW” factor will never be given to our clients.
As a client we always have your back. And we will never stop (re)IMAGINING new and better ways to make your workplace work better.
Kaci's story is a case in point. It personifies the essence of the FSO client and employee experience. If you haven't read that yet I encourage you to do so.
Have a great day and thanks for being a part of our amazing journey.
Love Life!
Mitchell D. Weiner
Chief Happiness Officer
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"Whatever the mind of man can conceive and believe, it can achieve"
~~Napoleon Hill
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