I believe it is important to reflect on why clients have chosen your company for the services you provide and how you make them happy.

Most days we are all rather busy running our companies and do not take the time to really stop and pause and think – why are all of these clients dealing with our company?

What is it that we are doing right?

Why do these clients call on a regular basis or renew the yearly contracts?

Is it our expertise?

Is it our pricing?

How about our exceptional staff or our marketing skills?

Perhaps it is just a case of being good at what we do.

All of these are important but in many cases others likely do these just as well

At the end of the day I believe it comes down to the philosophy that you use to guide your business and your ability to take on clients that share this philosophy as well.

If there is a clash in corporate values between you and your client – the relationship will not work.

If you run your business with integrity and honesty then having a client who does not value these ideals will not be a good fit.

If the client does not value the core values of your organization then you will not retain the customer.

Our philosophy is that every member of our company will look out for the interest of every client and manage their technology with integrity, trust and complete honesty.

This is how we make our customer happy as this underlying principal guides everything that we do and very interaction that we have.

Perhaps it is time to ask your provider – what is your philosophy?

If someone asked you today what is the one thing that you want to be remembered for – what is it? What difference do you want to make with your life? You are given once chance at life and the choices you make determine what impact you have – on your family, friends and your community. Do you want to make a difference that improves the life of others or do you want to squander the unique opportunity you have been given to make a difference?

I suspect this is a question that we really do not take seriously enough. We all rush through life ensuring that we are the center of the universe without really giving much thought to our real purpose and the true meaning of life.

I believe our purpose is to leave a legacy where we have made a difference in the lives of others. To make a difference through our acts that impacts those that we leave behind. Surely we must make a difference otherwise have we really lived up to our full potential?

What is Your One?

Mike Haworth

West Seneca NY, Hamilton Ontario

Have you stopped to consider if your company really lives up to it’s tag line? A tag line says a lot about your company, your service and perhaps your culture. I find many companies create flashy sounding tag lines – but do they always live up to them? In Canada there is a grocery chain called Fortino’s and their tag line is “Your supermarket with a heart”. I must confuse however, I have been in Fortino’s many times and have been served by a snarly cashier who would rather be elsewhere and I wonder “where is the Heart?”.

You really have to blame management as I suspect they are not training staff to really deliver the store’s message to the customers. Management obviously does not take this tag line seriously as it is not an ingrained part of their culture nor does it become a part of how they do business. If the tag line becomes meaningless since management does not take it seriously then damage is done to the brand.  Do I really want to shop in Fortino’s – not particularly.

Let’s look at SOUTHWEST Airlines for a moment – LUV?  Would you really want to build your business around the word Love? Sounds rather hokey doesn’t it. But as anyone who regularly travels SOUTHWEST will tell you – they make you feel great – each and every time. Each employee lives and breathes LUV and it reflects in the service that each customer experiences. Unlike Fortino’s Southwest’s tag line actually means something and makes you feel good each time you fly with them.

Take a moment and look at your tag line and the service you provide your customers – do you really live up to your tag line?

Mike Haworth

Binatech System Solutions

IT Solutions. Made Simple 24/7

West Seneca, NY and Hamilton, ON

Does Starbucks make a difference in your life?

 Where else can you go and have a great cup of coffee, work on your laptop and enjoy the atmosphere?

Given the fact that Starbucks has not done as well financially in the past year as previously seems to give negative people something to talk and write about.

There is nothing wrong with $4 Latte and no reason to give them up just because some folks feel that it is excessive.

Starbucks is not just about the coffee.

It is about the experience and sometimes it is a place that just makes you feel good.

The doomsayers may take delight in the recent challenges that Starbucks has faced but Starbucks will persist and prosper.

When did you last to go a McDonalds, Dunkin Donuts or Tim Horton’s for a coffee because it made you feel good?

I came into my local Starbucks today to write my blog and I do so for a reason. I could easily write this blog at the office or at home but I do not since the Starbucks experience inspires me.

Let’s be positive and enjoy the finer things in life.

Mike Haworth

Binatech System Solutions

www.binatech.com

West Seneca, NY and Hamilton, ON

I recently read the following quote from George Bernard Shaw and was blown away

“This is the true joy of life, the being used up for a purpose recognized by yourself as a mighty one; being a force of nature instead of a feverish, selfish little clot of ailments and grievances, complaining that the world will not devote itself to making you happy”

Wow, very powerful words that I suspect are even more relevant in our society then when they were written.

The comment from George Bernard Shaw should inspire all readers to fulfill their potential and stop worrying about who moved your cheese.

Each person on this earth has the basis to achieve great things and it really comes down to the decisions we make.

Why is it that some of us are more consumed with what the world owes us or the chip on our shoulder rather then really making a difference? Is it nature or nurture? Is it the influence of our parents or our spouse? I suspect it is a combination of all these things but at the end of the day the ball is in your court.

It is up to you to decide what to do with that ball and the difference you will make in the lives of those around you.

Michael Haworth

Binatech System Solutions

West Seneca, NY and Hamilton, ON

The great thing about golf is that how you play is really a reflection of how well you manage and treat people in your life . It is not a question of How Good You are or What Your Score Is, but rather how well do you stand up to challenging situations and adversity?

If you mess up a shot and the ball only goes 10 yards three times in a row, do you throw your club? Do you yell and scream?

How do you feel as the three other guys stand there and think “this guy needs lessons”.

I have often seen people on the golf course make all sorts of excuses and  blame others for how they play.

They will rant and rave and perhaps swear when things do not go well. They may even throw their club or pick a fight with the foursome that is coming up fast behind. Perhaps they will answer their cell phone in the middle of the fairway showing total disrepect for others on the course.

Are you nice to those in your foursome that do not play as well as you? Do you treat the new player kindly and issue words of encouragement or do you count his score to make sure he does not say “I got a 5″ when “he really got a 6″

Does your behaviour on the golf course reflect how you behave in business? Do you keep your head down and persist even during the most difficult of times when everyone seems to be watching? Do you treat your clients and staff respectively and always act with integrity?

Golf (and success in business) is a game of integrity and those that play the game well  play the game with respect and honor.  The real winners are not those below 80 but those who leave the course knowing that they played well.

Mike Haworth

Binatech System Solutions

West Seneca, NY and Hamilton, ON

Next week is National Small Business Week and I would like to congratulate all the owners and employees of Small Businesses.

I believe that the contribution that Small Businesses make to our society in North America is greatly under appreciated and the economic contribution is under estimated.

People seem to think that bigger is better but as seen in recent economic times, do large corporations really set examples by which we should run our businesses?

Is working for a large corporation really better then working for a small organization?

Is getting the large corporation as a client really much better then serving many small clients?

Perhaps as a society we should do all we can to encourage entrepreneurship. Many jurisdictions offer very low tax rates for small business and provide support services to help small business owners learn how to run a business.

In the US organizations like SCORE, and BDC in Canada  provide mentoring services to new entrepreneurs and these are invaluable resources.

Individuals like John Jantsch (www.ducttapemarketing.com) are fantastic resources to learn how to market your small business.

Organizations like HTG founded by Arlin Sorensen (www.htgmembers.com) provide Peer Mentoring to small business in the IT Services Field.
Next week in Washington DC, there is a conference celebrating Small Business Week and the contribution the millions of Small Business make. http://www.nationalsmallbusinessweek.com/index.php

Congratulations to all those making a difference in our lives.

Michael Haworth

Binatech System Solutions

Hamilton, ON and West Seneca, NY

Why Most Companies are Unhappy With Their IT Service Provider

Most companies we contact express dismay with their IT Service Provider. These companies complain about endless bills and a lack of partnership with their Provider. The reason for this is that most Service Providers bill clients on a Time and Materials basis.

The client wants the problem fixed as quickly as possible to save money and the consultant is able to bill more the longer the call takes and the greater the frequency of problems. This conflict of interest does not work in the best interest of the client.

This approach is reactive, the consultant is rushed to complete the work and the client usually does not allocate time for the consultant to properly manage the Network. This Time and Materials Service Model is Broken.

There is hope. By entering into a relationship with a Service Provider where you are not charged by the hour results in a better managed network with much fewer problems.

A new breed of IT Service companies has developed over the last 5 years where the focus is on strategically managing IT Resources for the SMB market place. If you own an SMB it is in your interest to identify providers where they will take ownership of your entire IT system and be held responsble for all IT matters. These service companies will offer a flat rate per server and workstation and will look after all issues for the set fees.

If an IT Services company believes 100% in the IT management that they provide then they will be willing to be held responsible and charge a set fee.

Something for Small Business owners to consider.

Mike Haworth

President,

Binatech System Solutions

Hamilton, ON and West Seneca, NY

When a problem arises the client contacts the Service Provider who arranges a time to come on site, who then bills the client for the time taken, for every hour spent on the job.

West Seneca, NY – May 1st, 2009

I quite often get asked “Why would you open an office in Western, NY”.  To many Canadians in Southern ON, having an office in Hamilton, ON and in West Seneca, NY seems like a strange combination. People seem to think that I should have opened a second office in Toronto or London, Ontario.

I think folks are surprised more by the complexity of operating a small business in two countries and their lack of understanding of the Western, NY market place as the main reason I get asked this question.

Yes, there are many legal and immigration issues to deal with when you want to be “International” but as long as you properly research the requirements and follow the rules then the border can be somewhat seamless. The larger issues are hiring local employees, learning the differences in the markets and building a business. Opening a second office for a services company is almost like starting a business from scratch. It can definitely be a challenge and not for the faint of heart, but when successful it brings a real sense of accomplishment. A key ia to have good systems and management procedures in place so you can manage from afar.

It is funny how a river can create such a cultural difference. Though there are many cultural business similarities between Fort Erie, Ontario and Buffalo, NY, the river between these two cities seems to create many differences. It is these difference that seems to lead to a lack of understanding. Many people in Southern Ontario have the perception that the Buffalo area is a declining area with nightly fires and gun shots on the East Side. While the east side does have issues and the population is not what is was in the 1970’s Buffalo is still a dynamic city and an exciting place to do business.

Mike Haworth, President of Binatech System Solutions can be reached at: mike.haworth@binatech.com

A change is taking place in the field of Information Technology and how owners of IT Companies learn to manage their business.

For many years, organizations such as the Young Presidents’ Organization (YPO) has existed which has allowed Presidents’ of companies, younger then 45 and with sales greater then $8 million annually to learn from like minded individuals. Organization like Young Presidents’ have brought together executives, from many different industries to share their success and failures.

Organizations such as YPO are fine for larger companies, but what about smaller organizations or organizations that wish to learn from other companies in the same industry. Such cooperation in one particular industry is very unusual since most company owners are loath to share their successes with their competitors.

So what is happening in the IT Industry where 200 plus companies meet on a regular basis, share their business strategies and financials and discuss their marketing plans freely?

I have discussed this concept with many business friends from industries outside of IT and they are literally in shock when I tell them that  I meet once per quarter with other business owners from the exact same industry as me and we bare all about our business.

HTG (www.htgmembers.com) is a group for owners of IT companies of any age and company size. You are not required to employ 50 people and have $8 million in revenue. The only requirement to joining is a committment to executing on your plans and sharing your business experiences and methodologies with other members. A guiding principal of HTG is giving unconditionally and wanting to help your fellow company owner.

Not a believer?

Sounds unreal?

Perhaps, but the approach is revolutionary and is changing the lives of many IT business owners

Michael Haworth

President

Binatech System Solutions Inc (Hamilton, ON and Buffalo, NY)