Dreamer Spotlight: Tara Slusher

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TARA SLUSHER
DREAM HUNTER

  1. Tell us a little about yourself prior to working at DreamCSX. What career highlights would you like to spotlight?

    I’ve had a fun career so far! I started in TV production at a local NBC affiliate, went to national cable programming (HGTV, DIY, Oxygen), on to PBS... and then went corporate!  My biggest rewards have been meeting community changers — you know, those people that are really giving it their all, and making a difference in their community. It was my role to help these people wanting to share their story on TV.  

    I’ve always been a curious person and being in TV production gave me access to meet all kinds of people from all kinds of backgrounds.  While I benefited from being exposed to many ways of life and schools of thought, I was also able to apply my skills to help them share their voice. 
     
  2.  Now, tell us about what you do at DreamCSX. How do you apply what you learned from previous jobs to make what you do at DreamCSX special?  

    I’m the Dream Hunter here at DreamCSX.  I help our company find talent across the entire business spectrum, and I’m looking for people who want to have a greater impact on the world than what they’re already doing. People who want to find a company that values their contributions and wants to see them grow!

    I’ve worked in Casting and I apply similar skills to finding good talent for DreamCSX as I would for a TV show.  I’m a people person and I thrive in organized chaos! That comes from working in newsrooms, being on tight deadlines, and knowing I have a responsibility to do my job accurately and professionally. For me, organized chaos is loving the excitement of an ever-changing, ever-growing company, and loving me some post-it notes and lists. Oh the lists! 
     
  3. Tell me (so far) your favorite moment at DreamCSX. It can be a customer interaction, landing a deal, or even something related to being on the team.

    By far my favorite moment at DreamCSX was when I received my first account to handle for the company.  They are of the same industry that I came from... so I knew the lingo, I knew the tone they were looking for, and I could very quickly become one of them. I hit it out of the park! It solidified what our company is all about, helping our clients take care of certain business processes so they can focus their time and energy on reaching even higher business goals.  That kind of success right out of the gate happened because our senior leaders in the company have an expansive career in this business, they know what they’re doing, and who to match with what account.  It’s impressive!
     
  4. When you’re not at DreamCSX, what do you like to do? 

    I’m a family person and everything centers around my tribe. We even have our own nickname.   When I’m not at DreamCSX you can find me either in the mountains enjoying this BEAUTIFUL natural habitat, at the movies, at church, at a ballpark, or in my kitchen.  I still date my husband (so important!) and we love to catch live bands playing on the weekends and discover local new eateries.
     
  5.  What are you a total nerd about? 

    I am a NERD about awards shows.  Yes, I block out my entire afternoon/evening to watch the red carpet shows. Yes I plan out my own wardrobe, and tweet about it. Yes I get emotional about acceptance speeches and have been known to YouTube them a few times afterwards just to relive the moment.  No, you will not judge me.
     
  6. Last, but not least: it’s time for “3 Truths and a Lie: Dreamer Edition”. Give us 3 dreams you have for your future… and 1 lie!
     
        1.  I plan to live in a motorhome and travel the country after the kids leave for college.
        2. I plan to start my own non-profit.
        3. I plan to pursue my singing career one day.
        4. I plan to start a podcast and it will be AMAZING

Oh Captain, My Captain

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Every morning, as I check down my various news sites to start my day… I always wind up at YouTube. While there, I’ll tag a handful of videos to Watch Later, so when I get home and have a minute or two to myself, I have some quick entertainment at hand while I catch up on personal e-mail. Fancy that only a few days ago, YouTube suggested a new channel for me.

It suggested the new vlog of DreamCSX’s CEO, Mike McMillan. #Synergy

So, half-jokingly, I went ahead and clicked subscribe. Later that evening, I pulled up Mike’s very first clip, and turned my attention to my second screen. His words stopped me from moving my mouse an inch. As he set himself up, I could feel the sincere passion Mike brings to the table for the employees at DreamCSX. Before long, I’d caught up on all of his entries (now on his 6th as of this article). There’s so much to unpack, that I fear a single blog of my own will hardly do Mike justice. With that in mind, I cite one clip:

As you’ll see across the span of eight minutes, Mike knows what it means to run a startup. Beyond the excitement of running a business, comes the responsibility of making it work. As I myself have worked in and around startups for over half of my own fifteen year career, I can personally attest to the breadth of startup CEOs that exist in the space. From the CEBro to the Trustfund Kid, I’ve worked for them all. Mike though, as you see above, represents the best kind of leader; the one never willing to give an order he himself wouldn’t do to see victory.

So there, in the dead of night when some of us were watching TV, playing on our phones, or taking in that last glass of wine, DreamCSX’s head-honcho was crunching numbers to see his aggressive goals be met. As a leader, he’s been committed to keeping the inner-workings of the company transparent to his employees. And let me say beyond a shadow of doubt: when you know the direction and passion of your company without the veil of subterfuge or extraneous hype? You believe in your company. As such, it’s every reason why I personally believe so much in DreamCSX.

As I like to do, I want to end this week with a brief assignment for you and your business. I want you to think of where you stand specifically at your company. What roles do you take on. What duties do you delegate. Now, imagine it’s midnight. Your staff – be they above or below your paygrade – is off for the night. What are you willing to do to see success? Now, I want you to write it out. Type it if you’re handwriting is sloppy (we know, we know… you have too much to do to be neat). And tape it somewhere you have to see it daily.

At the end of the day, we must all answer to ourselves: if we are to lead, then we must build up those who follow us. Do the work you have to do to see your goals met. And where DreamCSX can partner with you to allow you the time to do it? Well, you’ll know that the leader of our ship is doing the same things you are to see every one of us succeed.

And that… is the dream we’re all trying to achieve.

Don't Be Eclipsed... Be the Eclipse.

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This past Monday, DreamCSX looked to the sky – not just because we’re inherently dreamers! We, like so many here in the US, enjoyed the first total eclipse of the sun viewable in the lower 48 states since 1979 (and for the record? The next one will be on April 8, 2024!).

Amidst all the star-gazing, it got me thinking… about our business, and especially about the businesses we partner with. As the moon crawled across the view of the sun, with visible wisps of the corona flickering behind it, I saw a metaphor apt in the business world.

How often are we eclipsed by our competition?

In the day and age where viralitycelebrity, or savvy social media posting can turn your competitor into an overnight sensation, how do you compete? It’s often a rat race to the bottom. We’ve all seen it before, haven’t we; those marketing managers trying to insert their business into every bucket challenge-meme-campaign in hopes of feeling hip and relevant. And sometimes? It works! Where does it leave your business? As new customers flood the gates of the guy down the street (or one hyperlink away), you’re left much like our sun… in the dark.

DreamCSX was built on a principle our CEO made clear the other day… a principle rooted in tangible numbers:

"We provide companies increased customer satisfaction scores within 60 days, 10% - 15% reduction in a top 5 P&L item within 90 days, and the potential for 40% - 60% reduction on that same P&L items within 1 year!"

Through sensible outsourcing with our Experience Specialists, we’ve seen that our partners are moving their bottom lines deeper into the black with every month. Because we give them the ability to focus on what they do best… we leave them in a position to eclipse their competition. When they’re not hastily patchworking solutions for customer satisfaction, lead generation and nurturing, or research… they’re shining brighter by spending their time working on the solutions that advance their company forward. And by doing that for them? We’re eclipsing our competition too.

Normally, I don’t like to be to heavy-fisted with our brand message. But as the moon moved past the sun, and the sky began to shine brightly again, I couldn’t help but finish the thought.

Your window of opportunity in business is fleeting. If you’re not doing everythingyou can to give yourself the edge… You’re going to remain in the dark forever.

Dreamer Spotlight: Paul Ownby

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PAUL OWNBY
DREAMER TEAM SALES SPECIALIST

  1. Tell us a little about yourself prior to working at DreamCSX. What career highlights would you like to spotlight?

    Before I worked at DreamCSX I was a health insurance agent at a telecommunications company. I sold Medicare Advantage and ACA plans for companies out of North Carolina, Wisconsin, and Michigan, have life and heath insurance licenses in four states, was awarded the title of Senior Mentor Agent, and served on the Employee Relations Committee. I received “Agent of the Week”, “Agent of the Month”, and “Agent of the Quarter” honors numerous times.
     
  2. Now, tell us about what you do at DreamCSX. How do you apply what you learned from previous jobs to make what you do at DreamCSX special?

    My role is in the Inside Sales department which we call the “Dreamer Team”.  We are devoted to and cater to start-up and small to medium size companies by offering business solutions that enable them to focus on their core business. My primary objective is to initiate a long term relationship with these companies and educate them on the many ways that we can free up some of their bandwidth, allowing them to focus on making their “dream” a reality. My background in health insurance has provided me with the skill set to always listen to a client’s needs and recommend a course of action.
     
  3. Tell us your favorite moment at DreamCSX. 

    I really enjoy being a part of an exciting time in an exciting environment with dynamic people. The atmosphere is electric — where new ideas and creative thoughts are encouraged! We are constantly looking for inventive and innovative ways to approach various tasks.
     
  4. When you’re not at DreamCSX, what do you like to do?

    I enjoy spending time with my family, being outdoors, and cooking. I’m also a devoted member and the song leader of my church.
     
  5. What are you a total nerd about?

    I am a nerd about UT football! My parents started taking me to see the Vols when I was just five years old and I haven’t missed very many home games since then. Now, I enjoy going to the games with my wife and our oldest son.  And I am excited to introduce our youngest son to the madness that is... “Rocky Top”!
     
  6. Last, but not least: it’s time for “2 Truths and a Lie: Dreamer Edition”. (Guess the lie!)

    One day I want to run for political office.
    One day I would like to open my own restaurant.
    One day I would like to start my own clothing line called Blue Tick, featuring polo shirts with small orange hound dogs embroidered on the upper left chest. 

Don't Sell... Help.

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This week, I turned to our team to discuss helpful advice to share with our customers and friends. Sara was quick to point out to me a simple platitude that comes with seriously deep discussion points. Said simply:

People don’t want to be sold. They want to be helped.

Amidst her time working in sales, Sara made it clear that the “…second the customers felt I was in sales pitch mode”, she’d be met with the uncompromising click of the receiver, and the all too familiar dial tone of disinterest. As with all great experience specialists… time, thoughtfulness, and an open ear became the keys to closing.

Say it’s time for you the buy a car. You pull into the lot at a dealership carrying something you like. You grab your cellphone, adjust your shirt, and step out of your car. Imagine a sales associate immediately greeting you, foaming at the mouth, barking “Here to buy a car, pal?” Every instinct you have now screams to slam your door and peel away. And while I’m ramping the pitch up to 11 here, the feelings remain the same. At any point during a test drive, discussion of your trade in, or approaching financing… the millisecond you feel pitched at is the millisecond your brain sets off in fight or flight mode.

People don’t want to be sold. They want to be helped.

The single greatest car purchase I ever made happened so nonchalantly, it didn’t even register to me I purchased the vehicle until I was transferring my fuzzy dice (yes, I have a pair. They are Chicago Bears dice, and they’ve been with me for every car I’ve ever owned). The sales associate as I recall politely greeted me when I made my way to the showroom floor. He gave me space to mill around, but was careful to show me where to nab him when I had a question. He was polite. Non-aggressive. Every question he asked me revolved on solving my problems. Eventually, against ever bare-knuckled negotiation tactic I’d been bred to use, I blurted out the price I wanted to pay. The salesman nodded in agreement and closed the deal without even putting paper in front of me. “Well, I’m going to go to the back with my finance manager, and we’ll beat that.”

Now, let’s turn that deal around and look at your business. No matter what you sell, if you’re utilizing an associate to move it… you’re in the sales business. We all know that famous line from Glengarry Glen Ross (“Always be closing.”), and the instinct then is to push pressure as the means to the end. But as Sara denoted above:

People don’t want to be sold. They want to be helped.

Put yourself in the shoes of your customer. No matter how they landed at your business – be it from a cold call from an inside sales team, an inbound lead from a web-form or social media post, or even someone literally walking through your front door – the only question that should be on your mind is how can I help them? Our transaction-based culture can be broken down into very basic principles. We are constantly either buying or selling something; be it a product, service, or even in the case of this blog… selling piece of mind couched in useful advice. The key to a successful sale is to identify a problem, and make it your business to solve that problem. When you think of your bottom line in terms of who did we help, and how do we do it, you remove the pressure from closing. Either you’re in a position to help them (ca-ching!) or you’re not (it’s their loss).

With that being said, I’d be remiss if I didn’t turn now to DreamCSXHelping people is inherent to our success. The only thing we can sell truly, is the ability to help our clients realize their goals by solving their problems and enabling their dreams.

So…

How can we help you today?

Process Over Product

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McDonalds. Ford Motor Company. Legos. Each one a giant in their respective industries. No one will everargue with you that a Big Mac, Mustang, or a Lego playset exist as the greatest product in their class. There are certainly better burgers, faster cars, or toys that don’t hurt like crazy when accidently stepped on… late at night when you’re trying to go up to bed, but your five year old decided to leave you a few errant pieces in the living room. But I digress.

What makes those three aforementioned companies giants, is a commitment to process over product. Because of it? They each are stalwarts in their industries. There’s much to be learned by their commitment to the conceit.

Read up on the history of McDonalds or Ford, and you’ll see a striking similarity – to the adoption and mastery of the assembly line. Their commitment to streamline process ultimately produced what their consumers wanted most; a predictable end-product that was consistently delivered, meeting the expectations desired when purchasing. That is, of course, a belabored way of saying “you got what you expected. Nothing more, but especially, nothing less.” For a consumer-grade lunch, or a serviceable vehicle aimed at the middle class? Consistency, expediency, and value are lauded over uniqueness, craft, or aesthetics. In short: for Ford or McDonalds, the means justify the ends.

For Legos, the process was the actual product. While many of their toy sets today come equipped with specialty figures, and pieces… the majority of what the company specifically produces are just simple building blocks. Sets are sold to children with expansive instructions allowing them to create any number of buildings, vehicles, or role-playing scenarios. But the real fun of the toy? Well, as the Lego Movie so keenly advertised (all while minting massive cross-promotional profits): making your own creations with your Legos is the real intent. The processof building, deconstructing, and building again is what you’re buying… not just another variation of the Batmobile.

So where does this lesson apply to your business? Well, in order to figure that out, once again, you have homework to complete!

At the bottom of a sheet of paper, write out what you sell. What is the end product that ultimately ends up in your customer’s hands. Be it a widget or a service… capture it. Now, directly above it, write out every step that it takes to make this thing. Continue to list these steps until you’ve reached the top of your page – where hopefully you have the very first step to creating what you sell.

It’s hard to see the forest for the trees, and as such, perhaps you’ve been mired in the minutiae of seeing your product reach the customer. “It doesn’t matter how the sausage is made”, one might protest… but as I’d denoted above: how that sausage is made is actually the most important part of all.

All I’m asking of you today is to look over a single step in your process. Now, look at it and ask yourself: What can I do to improve this step? You’ll likely want to work hand-in-hand with the people who complete the task. Have them outline the steps they take, and then ask them how they might either complete the same step faster, or produce better results. For many familiar with Six Sigma or the variations on it out there: this is the core of Robust Process Improvement. Simply put, when a process is improved, it ultimately helps push your bottom line. Products are made faster and wind up of a higher quality. When a process is perfected, it allows you to focus efforts where they are most needed – be it in market research, product development… or even just more process improvement!

The best in business adhere to this mantra; to ensure that every resource is working to the advantage of the end-product. Simply put: processes can alwaysbe improved – through cost savings, automation, quality assurance and review, or yes, even to outsourcing to stronger providers. It all boils down to the space between those steps. Find those spaces and eliminate them.

Your first step to improving the process? It starts the second you stop reading this article!

Marc Fishman is proud to be DreamCSX’s Marketing Dreamer.

What Makes the Best Employees

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My father was managing a liquor store/bar when I was born. By the time I was 11, he’d become the owner. The summer before 6th grade, while my friends went to day camps or swam… I “worked” at my dad’s store instead. Granted an 11 year old really can’t do much in a liquor store – I stocked a shelf or two, and fiddled with the Lotto machine when no one was paying that close attention. What I did more than any menial labor was study. Ahh the retail world.

My father had spent his entire adult life working in it; first as cashier and salesman, ultimately climbing his way into managing and ultimately owning a business. Like many suburban kids, I was in awe of his journey. Moreso, I was determined to figure out what lessons my dad could impart on me. To see how the means justified his ends.

My father and I would wake up at 5:45 in the morning, and take a leisurely drive from our south suburban home down I-94 to the south side of Chicago. Long before insane traffic would clog it, these early morning commutes offered up some of those life-lessons I not-so-secretly clung to as a child. I recall vividly asking my father “What makes a good employee?”, hoping he’d divulge some industry secret I’d later use to secure my future fortunes. He thought briefly, and answered directly:

“Honesty, loyalty, and dependability.”

Yes, far more than any specific skill – like being able to count back change correctly, or having a sunny disposition – what drove my father to retain his employees came down to three very specific conceits.

Honesty. To my father, it was often a literal interpretation. “An honest employee doesn’t steal from the register. They don’t swipe merchandise. They take money, and don’t give out favors.” As I would grow up, and into professional world, I reinterpreted my dad’s advice. Honestly to the modern office, means to stand by one’s word. To accept responsibility of assigned tasks, and to carry them out without subterfuge. An honest employee doesn’t misrepresent their skills or knowledge – rather, they communicate clearly when they have a problem, and always seek to rectify it rather than cover it up. An honest employee owns their position, and accepts both the praise and plunder of their wins and losses for their company. Their successes are your successes. Their failures are your failures.

Loyalty. “A loyal employee doesn’t moonlight. They come in, do their job, and I don’t have to worry about them.” In a less-than-stellar neighborhood, a loyal employee under my father’s employ would exude a sense of ownership in the work they completed for the store. In our modern business world – the world where sidehustles are second nature to each and every millennial – loyalty is truly hard to come by. Heck, I myself have held more positions in my 15 years as a professional than both my mother and father combined. And while every twist and turn in my career has often been of necessity (as I have long been a startupjourneyman), I have always remained loyal to those who I’ve worked for. I believe in never burning a bridge. You never know when the right relationship will come back to benefit you both.

Dependability. My father defined this strictly in terms of adhering to a posted schedule. Does the employee show up when I tell them to? Do they stay through their shift, or do they try to cut out early? In retail, these are key metrics that drive performance. Elsewhere throughout the business world, the conceit is just as important. A dependable employee is one who takes on the tasks they are given and can be trusted to see them to completion. They meet expectations, and even attempt to deliver results beyond the expected. They have drive, which combined with honesty and loyalty, creates an invaluable asset to a company. Remember: it doesn’t matter what widget you manufacture or service you sell if the people behind the desks are not worthy of your brand.

I took my father’s three word answer to heart. When I got my first job – as an order taker (and later delivery driver) for a local pizza chain – I was hired becauseI told the owner that I would strive to be honest, loyal, and dependable. I’ve used the same answer in nearly every job interview I’ve had, and the response have never dulled. When you hire someone to become part of your business, you are either adding to the foundation that holds it together, or you are placing a weak patch that won’t bear weight the second you’ll need it. And it’s these three ideals…. Honesty, Loyalty, and Dependability that DreamCSX has used with every single person we’ve brought into the fold.

Because if we’re not honest with you, if we are not loyal to you, if you cannot depend on us? Then neither of us are working to achieve the dream. We’re merely sleeping through it.

Marc Fishman is proud to be DreamCSX’s Marketing Dreamer.

A Jack of All Trades is a Master of None

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When I graduated college, my cousin – who fancied himself a bit of an entrepreneur – cornered me during my graduation party.

“What is it you’d like to do?” he asked.

I proceeded to list every skill I had; from branding and logo work, copy-writing, social media (and this was still when MySpace was a thing), to large-scale marketing campaign design. Again, I’d just graduated college, and figured I was ready to take on the world.

My cousin sipped a bit of wine, sat back on his heels, and smirked.

“Really? You’re going to do all of that?”

Nervously I stammered my way through my thought process. I had no idea what the world would want from me, and because it was more important to me I get started than having a plan… I figured the smart money was to say I did it all, and see what sticks.

My cousin poked me in the chest – nicely at first – and got very serious.

“Listen to me, Marc. A jack of all trades is a master of none. No one will do business with you if they suspect your only talent is doing a lot of things satisfactorily. You don’t get your haircut by a dog groomer. You don’t by computer from a calculator company. You need to do what you do best, and only that. If you can write copy? Great. But if that’s not what you want to do, then don’t pretend it’s worth it to do it anyways.”

It was, to date, the single best piece of advice I’d ever been given about business. About branding. About creating a culture of success. Both for myself, and for the litany of businesses I’ve personally supported throughout my career.

Not to be too preachy about what DreamCSX does, mind you, but in this case, it’s truly hard not to draw the correlation.

Simply put, DreamCSX was founded on this very principle – or so I’d like to think. You, as a business owner clearly do something better than anyone else. No matter the widget you make or the service you offer… there is a single reason beneath all the clutter, that separates you from all the rest. And even when the product is matched spec-for-spec, or the service doesn’t even differ in task, your business has a unique position to market itself.

And if you’re not spending every moment you can defining that unique position, perfecting your product line, or cultivating a culture around your brand… you’re wasting the most potent resource your business has. Sundry tasks deluge us daily, don’t they? Hiring new staff, training new staff, dealing with inter-personal issues, or managing any undue number of daily gripes can sandbag the momentum you should have in pushing your business to be the most successful it can be.

If I were a salesman, perhaps this would be the time when I start laying into a heavy pitch about DreamCSX, and how it helps specifically rid businesses of these sundry issues. But that’s not me. That’s not what I want to do – here, or anywhere else for that matter. What I’m good at (if you read what I had to say last week – linking to last week’s blog here) is communicating. And that’s why I’m going to stop the hard sell, and leave you with some homework to make your business better.

  1. Write down, right now, what your business does best.
  2. Underneath it, write down what is the single unique factor that separates you from all of your competitors (be it your value, your precision, your customer experience, etc.)
  3. Now, write down 10 physical tasks that bog you down during the work week that specifically get in the way of you communicating #2 and #1 to your customers.
  4. Stand back, have a sip of wine, and say this loudly to yourself….

A jack of all trades is a master of none.

Marc Fishman is proud to be DreamCSX’s Marketing Dreamer.

Great Businesses Begin with Great Communication

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Before we say anything else this week, we here at DreamCSX hope that you and yours had a wonderful Independence Day weekend. Hopefully you took a few days off to celebrate, relax, be with family, and see some fantastic fireworks!

Of course, then you had to walk back into the office, and realize the summer really has only just begun. And like a kid who comes back to class after being sick for a few days, you might be feeling a bit behind your goals. Sound too familiar? Well, the key we want to discuss this week is good communication.

Communication is at the heart of our modern society – most especially in the business world. Whether conversing with a potential client, a longtime customer, or your own staff, making sure you’re getting the right message across can make or break you. Miscommunicate your strengths, or undervalue your solutions? You miss a crucial sale. Forget to close the loop on customer feedback? Your steady revenue suddenly sits on rocky ground. Don’t spend enough time clearly defining the scope and expectations of your new hires? Well, soon enough your HR rep will complain that it feels like you need a turnstile at your front door!

Scary, no?

When it comes down to it: great communication is the key to cultivating a culture of success. We here at DreamCSX keep that in mind with every interaction we have. Simply put, when we help a customer fill a role at their office, we take the time to clearly communicate every last detail. As you should seek to do every day: thoroughness breeds thoughtfulness.

Think now about all the interactions you’ll have for the rest of this month, this week, or heck… even just until the end of today. Be sure before any phone calls, meetings, or emails, take a few moments to plan your communication strategy. Write down a few simple – but key – declarations you need to succeed:

  • What is my goal with this conversation (phone call, meeting, e-mail)?
  • What is my plan to reach that goal? Do the people I’m working with know that plan?
  • What, if any, roadblocks stand in the way of meeting that goal?

With those key thoughts committed in writing… you’ll effectively provide yourself a roadmap to great communication. And while nothing is ever perfect, by having a plan in place, you provide yourself more opportunities to dodge mistakes with forward thinking. And we believe that’s a great start to great communication.

We want to leave you this week with a bit of a boast. One that sparked our thoughts on great communication. Here’s a recent testimonial left to us by our friends and customer, The Draw Shop:

We've just started working with DreamCSX this week and already we're seeing great results!

Not only was our Experience Specialist Tara responsive and eager to learn the tasks we needed her to do, but she showed great follow up and an eagerness to help us be more efficient.

Her communication with our clients has been professional and thorough and we're excited that she has joined our team!

Thanks DreamCSX
- The Draw Shop”

DreamCSX Recognized As High-Tech Company to Watch in Knoxville, TN

Jeff Hubrig  and  Michael McMillan  in Shock over feature article in Knoxville Mercury

Jeff Hubrig and Michael McMillan in Shock over feature article in Knoxville Mercury

When you are building a new company, there is never enough hours in the day to reflect on how much you have already accomplished.  Well that is until someone outside your company walls takes notice.

It was not like we were unaware of the article, but we had no clue that on Thursday, June 7, 2017 we would get to see the article we were being featured in take the COVER!

There is no feeling like it when you see someone write about your company and perfectly capture what your team has set out to achieve.  It is the moment you realize just how amazing of a team you have, and how far all of you have come.

This is the first of many victories our team is excited to celebrate together.

To "Our" Success & Prosperity!

Outsourcing is Broke

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You know how there are those interesting facts you learn about your industry but are quickly told, "don't ever tell anyone that."  Well, this blog post is about to discuss one of those facts, as it is the time to discuss it openly.

Traditional outsourcers do not have your companies interest at heart!

Yes, you did just read that right.  The reason is not that the businesses and staff do not want to help you improve customer retention, customer service, or sales.  No, the issue is because the revenue and profit models of the service to need conflict.

In the world of outsourcing the primary revenue driver for traditional outsourcers is from providing companies with labor to fulfill a service for a company.  For that labor they provide, they earn profit margin for every hour worked.  Compounded this can add up to a very lucrative cash flow for business.  

Now on the flip side, companies leverage outsourcers for some reasons ranging from specializations they cannot hire or manage internally, to the more traditional purpose of cost cutting.  No matter the reason the need for their outsourcer to run that service as efficient as possible is demanded.  

In that last sentence is where the conflict comes in.  A call center outsourcer makes all their money in "cheeks in seats."  The more cheeks in seats, the more money they make.  The client, on the other hand, is looking for the Business Process Outsourcer (BPO) to use a few seats as possible to provide the greatest outcome for their clients.  

See the issue?

For years, this dilemma bothered me as I knew my financial success was based on those cheeks in seats I made, and to do that I needed my clients to grow their seat count not lower it.  On the flip side, I knew the only way to keep getting clients was to provide fantastic service so I could get referrals.  Doing this meant painfully working to lower that seat count, cost per interaction (call/email/web chat), deflect traffic to a lower cost channel, and/or find ways for their customers to self-service them self.  

Yes, it was the right thing to do, but when everyone on the project knows this just hurts the company who pays their bills financially their hearts cannot get behind it as they should.  This knowledge is in part why I left the BPO market for a few years, and only until we found the solution did I decided to come back.

See at DreamCSX our long-term financial success is not from cheeks in seats.  Our success is drawn from the maturing of our Artificial Intelligence engines to produce amazing customer experience solutions.  Our live Experience Specialists are simply the engines teachers.  With this mission in mind our team aligns our self with the brands, we serve so finally when they outsource their outsourcer is working with them to make the best possible customer experience without the worry of eliminating seat count on their program.  Also for our internal sales, support, and Experience Specialists we all know the faster we mature our AI systems, the more opportunity it is for our business to get more clients who we can support.

So rather than continuing with an outsourcer that has a model in direct conflict with your long-term success, you need to look at DreamCSX. We are the first outsourcer with your businesses REAL needs at our core, and ready to go the extra mile for both your consumer and your businesses financial success.

To Your Success & Prosperity!

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About The Author: Michael McMillan is the Chief Dreamer of DreamCSX. Living life by his motto of, "never become a statistic" Michael is ever pushing himself and his teams toward creating amazing solutions for consumers.  

Culture Outsourcing

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Outsourcing is a natural part of business growth.  It is a way for a company to get exponentially more resources behind them that are focused and highly skilled, and typically at a highly-reduced rate that hiring internally.  But, there is one issue that all companies all struggle with when it is time to outsource but oddly enough do nothing about it.  That issue is how to replicate their culture outside their walls.

Ten years ago, I had a Network Marketing company approach me looking for urgent help as they were growing exponentially, but could not find quality labor to handle all the calls, emails, social media, etc...  They knew they needed help, but were scared to death of using an outsourcer like me because their team believed there would be customers and distributors if either group figured out corporate had hired and outsourcer to handle support.

Having heard this same concern hundreds of times I knew it was something I could overcome, but I also realized a real solution, and not just a way to overcome this objection, needed to be discovered. So, like every good sale guy I made a promise that I was going to make Operations figure out.  So, looking my future client in the eye, I swore to him that we would build him a process that would allow us not only to replicate and improve service quality but also mirror the companies culture as well.

That single promise led to what has today become our Culture Mirroring process.  It is a proprietary method we use at DreamCSX to go into a business and create a way for our client's new team in our centers to not only perform the services they need, but look, sound, act, and feel just like they worked for the company.  How we measure our success is simple. We have our clients ask the Experience Specialists this one question, "who do you work for?"  When we know, we got everything right the agent will say our clients name as the answer.  

In the world of outsourcing, there is so much pressure on metrics and performance that culture is always forgotten.  What our team has discovered is when you can get the culture just right all the metrics and performance just comes together.  

So, if your company is facing massive growth, or just got done with a significant period of growth and now require help with the consolidation of your support teams.  Don't start with the systems and processes that must be outsourced.  First, start by getting your team to build a document that clearly reflects your organization's culture.  This single document will help you then vet through any provider and find the one that can mirror what your customers have come to expect from your brand.

To Your Success & Prosperity!

MikeBlogBioShot.jpg

About The Author: Michael McMillan is the Chief Dreamer of DreamCSX. Living life by his motto of, "never become a statistic" Michael is ever pushing himself and his teams toward creating amazing solutions for consumers.