As you probably already know, January is the busiest month of the year at Red Wing Software. It is also a busy time for many of our customers with year-end reporting, installing new tax updates, and getting W-2s out to employees. It was especially challenging this year with the late decisions by Congress to change federal tax tables after the first of the year.
We try very hard to make sure we provide the best customer service we can by preparing for the season. I thought I would share a few things that happen before and during this busy time:
- It is a written company policy that no one takes extended vacations in January. We want to make sure that we are fully staffed to handle the call load.
- Each year, we hold several planning meetings to make sure everyone has a chance to provide input on how we help each other be as efficient as possible.
- Our Red Wing Software University created several videos to include in our help files, and on-line, showing some common processes that need to be accomplished at year-end.
- During the first two weeks of the year, we have a local restaurant bring lunches in for everyone in our Red Wing location. This keeps us fully staffed throughout the lunch hour. Plus, it keeps people from having to go outside to get lunch at the coldest time of year.
- Everyone in positions that don’t normally deal directly with customers, put on multiple hats, and pitch in to help in any way they can. Marketing people get up-to-speed on handling the front desk phones, developers work on problem data for customers, sales people and the design team handle professional services requests, and the list goes on.
I don’t normally like to brag about our company. Okay, that’s a lie. I love to brag about how hard our employees work to take care of our customers. Each year we look for, and find, new ways to improve our services during this busy time. In the rare event that we did not handle your request as quickly as you (or us) would have liked, we sincerely appreciate your patience and understanding.
- Ken Hilton, President