The Goodbay Technologies Company Culture

October 17, 2019

WR-Goodbay Work Culture-1Because an Investment in Your People is an Investment in the Future of Your Business.  It doesn't matter what type of business you are running or even what industry you're operating in - one of the major contributing factors to your success is and will always be the people that you surround yourself with.

Your employees are such an invaluable part of the hard work that you're doing on a daily basis. They're the hardworking men and women who have devoted a significant portion of their lives to helping you accomplish your goals. They're an investment in the current and future success of your business and any investment like that is one worth protecting.

A large number of studies have proven that making an emphasis on creating a positive company culture can pay huge dividends to that end. Those employees who are positively connected to their working environment tend to not only be happier and healthier than others, but more productive than average as well. It's also important to note that the reverse is true, too - those employees who feel disconnected from the larger company culture around them are far less productive and, as a result, can end up costing you money in a wide range of different ways.

Likewise, about 94% of executives and even 88% of employees who responded to one particular survey said that they believed having a distinct workplace culture was a very important part of the business' overall success. When people are positively connected to their company, the way they see it tends to improve in regard to qualities like collaboration, their work environment, their mission and even their value alignment. Companies with strong cultures also tend to see a 4x increase in revenue growth on average according to another study reported on by Forbes.

All of this is to say that at Goodbay Technologies, we strive not only to provide an intelligent approach to customer support. One of our major goals - and one that has remained unchanged from the moment we opened our doors until now - is to create a collaborative, enjoyable environment for not only our employees, but for our clients as well.

In other words, you don't have to actually work at Goodbay to feel like you're a part of the larger company culture we've tried to create. Anyone can participate and we absolutely encourage it.

The culture at Goodbay Technologies is one built on the rock-solid foundation of hard work, dedication and care - both for employees and for clients as well.

We've always believed that the development of any company's culture begins with the hiring of employees. You need to look for more than just "another warm body" to fill a seat and perform a job. You have to go out of your way to find people who work well together - who mesh in a way that allows them to do more as a collective than any one of them could do on their own. You need your people to empower and support one another, enabling all involved to do more with what they're given every day.
That's no small order, to be sure - but it's one made significantly easier if you manage to hire the right employees in the first place.

At Goodbay Technologies, we've always looked for intelligent, hard-working and enthusiastic employees who believe in our company's core mission and who are willing to do whatever it takes to help us all succeed. We do this not only for our own benefit, but because this is the best way that we can bring thoughtful, intelligent and empathetic problem solvers to each and every one of our clients.

When searching for those employees, we also try to find people who align with our core values at Goodbay. We find that if we're able to quickly identify people with virtues that carefully overlap with our own, so much of the "hard work" has already been done for us to a degree.

A Search for the Right People Begins with a Search for Core Values    

Another one of the elements of Goodbay Technologies that has remained unchanged throughout our history has to do with those aforementioned core values. These values are followed by ALL employees and, because of that, accurately reflect the company's overall work and social cultures.

These core values include things like:

  • Humility and respect. There is no ego in our work culture and in fact, we just don't have room for it. Even our leadership will agree that we cannot afford to surround ourselves with people who are only in it for personal gain. We celebrate each other's victories and help each other be the best that we can be, no exceptions. Whenever a new employee comes into the fold, we make sure that they check their ego at the door. Our business - and our clients - come out all the better for it.
  • Collaboration. Beyond the shadow of a doubt, we solve problems and make smarter decisions together. Yes, each of our employees has been carefully selected based on their skills, their expertise and their work history. But when they walk through our door, they become a part of something much more powerful than the individual. They become a member of a genuine family in every sense of the term and families do nothing if not help each other whenever they can.
  • Intelligence. We work with smart people who want to make a difference. If we want to be able to deliver the best possible results for our clients, we need to hire the best people in the first place. That means conducting a far-reaching search for the best and brightest minds working in the industry today. Not only do we make it a priority to locate and attract these top employees, but we also go above and beyond when it comes to retaining them, too.
  • A "Can Do" Attitude. Not every job is going to be easy. Not every problem is going to have a straightforward solution. This has nothing to do with the industry itself and has more to do with the way life works. But when times get tough and when a situation is particularly problematic, we want people who are willing to do whatever it takes to figure it out. They know there is a solution - they just have to find it. This is one of the major ways that Goodbay Technologies has remained so flexible over the years, allowing us to accommodate the needs and the demands of our clients - regardless of how or even why they happen to change in the moment.
  • Opportunity Based on Merit. Far too many businesses run into problems when they start hiring people based on the length of someone's job history as opposed to the actual details hidden inside. Someone who has been on the job for a decade isn't always going to have the right answer. Sometimes a fresh approach is needed, and that may come from a new hire who has only been here for six months. Because of that, we always opt for talent over tenure whenever possible. We also recognize achievements, as a "win" for an individual employee is ultimately a "win" for both Goodbay and our clients.
  • We Do What We Say. But more than anything else, we value transparency and consistency in all of our relationships. If we come up with a plan to execute a strategy on behalf of a client, we follow that plan to the letter. We do exactly what we say we're going to do and if something changes, we always let clients know immediately. Not only do we get the job done, but we do it with a level of care, commitment and attention-to-detail that most of our clients just won't be able to find through other means.

Even something as seemingly simple as placing an emphasis on humility and respect can pay off beautifully in the long-run. When people are forced to remove ego from the conversation, they can focus on the thing that ultimately matters most of all: the client, as opposed to their own personal successes. When we solve problems and make smarter decisions together - both with our fellow employees and with our customers - everyone comes out ahead.

Many of our customers find that our commitment to simply doing what we say is something that far too many other service providers lack. We don't just want to get the job done. Anybody can do that. We want to get the job done PROPERLY and in the right way given the demands of the situation we collectively find ourselves in.

Those core values are all related to the way Goodbay Technologies has historically hired employees. They have served us incredibly well throughout our history, and that is one trend that shows no signs of slowing down anytime soon.

The Impact that a Work Culture Can Make

Those values also form the foundation upon which the entirety of our business model has been built. They support and empower us as an organization and, as a result, bleed directly into our larger work culture-related values, too.

Those work culture values include things like:

  • Maintaining a Customer Focused Approach. The details of a particular task may change, but one thing always remains the same: we want to guarantee that our clients are provided with the absolute best customer experience possible. Yes, everyone has a slightly different idea of what "success" means to that end, but that's why it's so important for us to remain flexible. We're able to do this because our agents are always well-trained and are well acquainted with the clients they are working for. When we provide you with a team of agents, you can be confident in knowing that they're as familiar with your business as they are with ours. Not only does this go a long way towards making interactions as smooth as possible, but it ultimately enables you to deliver a superior experience to your own customers and end users, too.
  • Collaboration is Key. When your goal is to provide superior customer service to as many people as possible, you can't afford a group of "heroes." As was true with our larger core values, we value that collaborative spirit in our work culture, too. This means that all of our employees are trained to work well as a team, developing different and innovative new strategies on the best approach when working with a client. When a problem happens, it's a problem for all of us. When a victory happens, we celebrate as a collective. This again helps take "ego" out of the equation and makes sure that all of our people remain singularly focused on helping you bring your powerful vision to life.
  • Flexibility is a Requirement. We understand that every client is a little bit different from the next. It's a large part of the reason why we've thrown out the "one size fits all" approach to what we do. Rather than forcing you to change your expectations to make up for what we're providing you, we want to optimize all of our services with your core organization in mind. This means that we always work directly with clients to make sure their needs are being met - regardless of what those needs happen to be or how they may change. We can alter employee numbers based on what the client requests, for example, allowing us to pivot as needed and to continue to provide you with the excellent level of care that you deserve.

If you don't have these three critical elements accounted for, you really don't have as much as you thought you did.

Why get into business in the first place if you're unwilling to take a customer-focused approach? Why should someone put their faith in you to deliver a service or perform a task if it's clear your top priority is your own bottom line?

If you're not willing to collaborate - both with your fellow employees and with your clients - you've probably joined the wrong line of work. It's unreasonable to expect a single person to handle every task on their own. Oftentimes we need to draw insight and inspiration from those around us and that just won't happen if employees suffer from an "every man/woman for him/herself" mentality.

Likewise, flexibility is of paramount importance because life comes at you fast. If a client changes their expectations or needs adjustments to the way things are done, they're not making those pivots with malicious intentions. They're making them because they're responding to the changing demands of their own market or customers. In those situations, they need to adapt quickly and their partners need to be able to do that, too. It doesn't matter what the client's needs are - everything begins and ends with whether or not they're being met in the first place.

The Power of Social Culture

Our core values and our heavy emphasis on a positive, outward-facing work culture make up two-thirds of what we do here at Goodbay Technologies. Equally important is our social culture, which we believe is the factor that ultimately makes us such a compelling business to work for (and with) in the first place.

The major elements of our social culture include things like:

  • We're a Rewarding Culture. In some businesses, a team leader is ultimately the one who draws all the praise - regardless of what his or her contributions actually were to a project. At Goodbay, however, we do things a bit differently. We make sure that achievements and contributions are always recognized, regardless of where they happen to be coming from. When a brand-new employee has a victory, we make sure everyone knows about it and we recognize that in the exact same way that we would with someone who had been with us since the beginning. Because once again, a "win" for the individual is a "win" for the collective - and those are all worth celebrating.
  • We Always Strive to Maintain a Work/Life Balance. The work that we're doing at Goodbay Technologies is important, to be sure. But we understand that people need a personal life, too. That's why we always try to maintain the delicate balance between "work" and "fun," hosting a wide range of different events for employees both inside and outside of the office.

That last point is especially important in the wake of a number of recent studies that have been done on the topic.

According to a survey that was conducted by the Harvard Business School, about 94% of service professionals today actually put in a 50+ hour work week. While most organizational leaders would probably argue that those longer hours are necessary, research also indicates that when the work/life balance starts to suffer, it creates a ripple effect in the worst possible way that is difficult (and often even impossible) to recover from.

Once the average person passes a certain number of working hours in a given week, the most immediate impact is that their sleeping schedule starts to suffer. At that point, their judgment starts to become impaired - meaning that they're no longer capable of making the right decisions as quickly as you need them to. People are also far more likely to become depressed or stressed out, and can even experience difficulties in communication, collaboration and completing simple tasks.   

If we were to put those types of demands on our own people, we would quickly hit a point of diminishing returns. They'd no longer be able to provide you with the superior service you've come to expect, which is a large part of the reason why you began partnering with Goodbay Technologies in the first place. We acknowledge that work is important, but living a healthy, happy life is, too. That's why we always host events like volunteer days, award ceremonies and even sporting events - all in the name of keeping things as productive AND as fun as we can.

A shocking number of business professionals have failed to realize this simple fact and, make no mistake, it's a problem they need to address at all costs.

Once You Have the Right Culture, the Possibilities Are Truly Limitless

Another recent study revealed that over a period of about seven years, companies with happier and more engaged workers had a tendency to grow revenue at rates that were about 2.5 times higher than those with less engaged workers. Not only that, but highly engaged businesses also experienced a 10% jump in customer ratings on average AND a massive 20% increase in sales, too.

All of this is to say that even if building a strong, positive company culture wasn't the right thing to do, it's a decision that brings with it a wide range of additional benefits that would be difficult to replicate through other means - if it were even possible to do so at all.

Going to these lengths to create the perfect company culture is certainly not the easiest way to do business. It's probably not the cheapest, either. But anybody can provide you with a steady stream of customer service agents who may technically be able to "get the job done," but who are incapable of doing it particularly well.                   

Instead, we want to go above and beyond. We want to prove to you that we care about your own success every bit as much as you do. We want to provide you with the level of service that you simply won't be able to find anywhere else and we can't do that without the strong culture to back it up.

When you come to Goodbay Technologies, we know that you're looking for more than just another service provider. You're looking for a true partner in every sense of the term. No matter what, that is always what we will work hard to be - and all of this is a large part of how we do it.

Because everything we do at Goodbay is in service of our clients - and to be honest, we wouldn't have it any other way.

Hard work. Dedication. Care. Those three elements are what Goodbay Technologies was built on. They've allowed us to accomplish a number of powerful things over the course of our history and we're confident that they will continue to do so for years to come.

If you'd like to find out more information about the lengths that we're willing to go to when it comes to crafting the right company culture, or if you're just curious about how a partnership with Goodbay might be able to help you accomplish your own long-term goals, please don't delay - contact us today.


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