CULTURE
The Way We Work
Our Mission
To spread kindness everyday, adapt businesses to tomorrow’s technology, and have fun doing it.
What We Value
Kindness above all.
We always keep our tech skills sharp.
But, what’s most important is the experience of people.
Quick responses & longterm fixes.
Helping beyond job descriptions.
Making work fun.
Expecting obstacles and not stressing. After all, solving issues is our profession.
Embracing change. We’re always improving, tinkering with new tools and changing course. Embrace it.
The Client Experience
When a client contacts us, they should feel a sense of trust and know we care about their problem and will deliver kindness to them while we resolve it.
Take time to listen.
Before troubleshooting, we focus on the person we’re helping.
This means truly listening to the problem to the end, thinking before responding, communicating our understanding, offering reassurance, and finishing with a clear brief of the work performed.
Brighten their day.
When a client is having a technical issue, this can be a very stressful time for them.
We aim to be a source that brightens their day. Not one that adds to their stress.
Knowing we improved someone’s day adds to a good feeling in our own office.
Build trust.
The more trust our clients have, the less stress everyone has. When a client sees they can trust our judgement—it makes all conversations smooth, quick, and fun.
So, treat every interaction with our clients as an opportunity to build trust. It will make their work day better and yours too!
Don’t Speak Jargon
When communicating with clients, speak without jargon. Aim for understanding and see how simply you can explain the situation.
You may have to get creative. Have fun with it. Just focus on what impacts their work—not yours.
Respond Quickly.
When you respond as soon as possible, you make our clients feel cared for and heard.
We aim for immediate responses, but always less than 30 minutes.
Lead with respect.
Set the tone with our clients by starting interactions with respect. Our aim is to develop client relationships that are equal footing; like a partnership and not just another faceless vendor in the office.
You are responsible for cultivating this with clients by taking the lead and setting the tone.
Working together
Join in. Participate. Don’t hide away. We hired you for you.
Many MSPs approach problems through escalation and siloed expertise. We don’t. We approach every issue as a team.
Create fun. You have the freedom to do so!
Stress is contagious. Keep your head and help others.
Own your mistakes. They happen. Let's fix it and move on.
If you appreciate someone’s work, tell them!
There’s no such thing as, “Not my problem” here. Help regardless of your level or expertise.
Unbreakable Rules
→ Don’t be disrespectful to others.
Client, co-worker, vendor, delivery person: we treat people with kindness and respect.
→ Don’t be a bystander.
None of that, “Someone else will do it” stuff around here. Jump in.
→ Don’t be above some work.
You’ll be expected to help in many areas. With the right mindset, you’ll find this adds variety to your day.
→ No tantrums.
It’s okay to have a bad day. But, never to direct them at others .
→ Don’t take advantage of trust or freedom.
→ Ask if confused.
No need to pretend to know things you don’t know. We’re all learning everyday.
→ Don’t be an asshole.
How to contribute your ideas.
We’re always looking to improve Eugene Networks, but what exactly makes an idea good?
A Good Idea: An idea that improves our client experience and our employee experience at the same time.
If you can uncover these gems—please share!