As I am writing this, I am flying away from a 4 day stay in Jamaica. After spending the last 20 months with almost no break or time off from building Jenmar’s next lab management product, I saw this trip as an opportunity to recharge and rest before our upcoming software launch. (A huge “thank you” to my girlfriend Megan for inviting me along). The Hyatt Riva Rose Hall in Monetego Bay has figured out how to make the customer feel like the only person at the property. At almost every interaction I had with the staff, I felt like I was talking to an old friend who would do anything for me. The staff there was genuinely interested in whether I was having a good time and enjoying myself. It didn’t matter what their job was. They all saw every interaction as a chance to win loyalty and make you want to come back.
On the last day of my trip at breakfast, I was at the buffet and the omelet chef asked me what I did. I told him I wrote software. Then he asked me what motivates me? Huh? What motivates me? Shouldn’t he be focused on what cheese I wanted or whether I like peppers? I really wasn’t expecting his question. When I got my answer out, I told him it was my family and my customers that motivated me. Interestingly, he had the exact same answer.
Whether it was his training or his natural curiosity, he made me feel like I was the only person he was cooking for that morning and he was really interested in who I was. I got that feeling time after time during my stay. They have built some serious brand loyalty with me. If I ever come back to Jamaica, I’ll be booking at the Hyatt Ziva.
In March of this year I purchased Jenmar. Over the last 7 months I have asked myself what kind of company I want to be part of. Those who have been with Jenmar for a long time remember when I was on the other end of the phone helping you out in tough spots or answering your questions in support. There were times I would lay in bed at night wondering if I had done everything I could have done to make sure each customer I spoke to that day would still be a customer the next day. If I hadn’t, I’d feel sick to my stomach.
Success often breeds complacency. Over the years Jenmar saw tremendous growth. But in some ways, we got too comfortable with the size of our customer base and our name recognition. Yes, we were still supporting customers and doing our job, but there were also cracks forming. I know there were times a customer hung up the phone with us and immediately started wondering if there was something better out there. I am determined to never let that happen again.
This is an exciting time at Jenmar. We are about to release a revolutionary new software platform that I believe will enable user to better manage their labs and to serve their customers in ways never before considered. We are starting a new chapter in our over 30 year history. Like the staff at the Hyatt Ziva Rose Hall, I want Jenmar to be the company that makes you feel like you’re our only customer. To that end, I am re-committing Jenmar to the following.
- To never forget that our customers rely on our service and our product for their own success and they always deserve our best.
- To Innovate! Innovate! Innovate!
- To always listen to the voice of our customers