Founder's Corner
Getting To Know Cindy Johnson
My Philosophy
I Share Jeff Bezos’s Obsessions with Clients
My obsession for providing “too much service” is not a new thing. When I started marketing my last company, I used the term “white glove service” as our maxim; it is how we planned to deliver our service. We were not selling a one size fits all solution, that’s what made us different. But it’s not popular with people driven by earnings. Now I enjoy my profits as much as the next person, but in my experience over delivering solidifies long term client relationships and facilitates growth.
Didn’t one of the largest companies in the world make an obsession with clients their mission? I believe it is one of their guiding principles “customer obsession rather than competitor focus”, with the goal of being “earth’s most customer centric company.” JB never worried about profits at the outset, but my first experience with Amazon was amazing to the point that I thought “this company cannot be for real”. What went on behind the scenes was opaque, as it should be, but they pulled out all the stops when it came to delivering outsized service. At the ripe old age of 27 they are still providing superior service and hooking people up to the “same day delivery drip” to keep clients happy and it is reflected positively in their share price.
Now don’t get me wrong, everything is relative, and I am not trying to compare my “grain of sand” of a company to the behemoth named Amazon. However, I agree passionately with their philosophy which I personally adopted decades ago as I navigated my professional life. My career has been centered around support roles where I understood that front office professionals are your “clients”. You don't have a job without them. Whether I worked as an FTE for a corporation, as a consultant for various blue-chip firms or as a founder,/owner making sure you take care of your clients at the highest level ensures that you not only keep your job but succeed at it. When I switched from a corporate job to consulting it was even more important that my level of delivery was at an optimal level. I wanted to ensure my continued engagement.
Giving clients more than what they pay for requires extra effort, but it usually makes for happy clients. This should not be confused with “scope creep” which is something else; it just means “don’t nickel and dime” them for every task not spelled out in the contract. For me it is a key part of why I’ve started another business; to continue my goal of delivering “white glove service”. The only thing that separates you from your competition is the level at which you “deliver”.
Meet the Team
Cirrulus has expanded our team as we continue to serve additional clients. Together we are excited to continue providing white glove service.
