Time With The Boss - Gregg Smith, Pearl Solutions Group

Gregg Smith
Pearl Solutions Group
Industry: Technology
Website: www.pearlsolves.com

What’s the smartest thing your company did in the past year?
We expanded and created team structures that better support our clients. We built dedicated teams for support, engineering, and software and cybersecurity management. This allows our clients to build relationships with their support team, their engineering team becomes very familiar with their unique IT environments, and they can have confidence that all products are deployed fully, properly, and constantly monitored by specialists.

How do you differentiate your business form others in your industry?
Our customer is the hero in our business, the center of everything we do. Our team focusses on the person behind the IT problem and we consistently get feedback from our customers praising our team for their personability, knowledge, and effectiveness. We have tracking programs in place to constantly evaluate our interactions and work product, allowing us to identify challenges or opportunities to be get even better for our clients. We encourage technology roadmaps and quarterly reviews that allow us to check in on day-to-day support, align IT strategies with the business, and ensure our teams are working together toward achieving goals.

What have been the keys to success for the business?
We continually focus on people, customer experience, and processes. We have been hyper focused on getting the right people on the team and in the right positions. That has had an amazing impact on culture and team synergy and our clients have been giving us rave reviews in response. We also give our team members opportunities to learn and grow professionally and technically. We provide growth paths for our team members so they can see the career opportunities at Pearl.

What is your best advice for other business owners to find success in business?
We have found focusing on hiring the best people and empowering them to do their job has had the biggest impact on our success. We also learned as you grow, you can hire the best people but if there is not enough structure or process to the business they will not be as effective as they could be. We are committing to implementing Entrepreneurial Operating System (EOS) this year and getting better at creating processes in all areas of our business. EOS has shown us you can always improve your processes. Your employees and customers will notice and appreciate it.