Happy New Year from Endeavoring!

We hope everyone had a fun and happy holiday season. Now it's back to the grindstone! During the inevitable lull that we experience each year around the holidays - as end customers often opt to postpone field deployments until after the New Year - the Endeavor team reflected on the challenges of 2011 and took a closer look at feedback received from customers. As a result, the Endeavor team has decided to get back to basics in 2012. What does that mean, exactly? Check out the Company Spotlight section for more!

Our Sales Team also wanted to give a shout out to the new friends made and old colleagues visited at the NRF Convention & Expo in New York earlier this month. The convention was a success thanks to everyone who came out and said hello! Two big shows are coming up in March - Channel Partners and ISC West, both in Las Vegas - so check out the Upcoming Events section below for complete details.

Here's to a successful 2012!

Your Team at Endeavor
editor@endeavortelecom.com

This month, Endeavor's CEO, Justin McLain, had a guest blog published on the Channel Partners Peer to Peer network. Click here to read Justin's thoughts on customer complaints and how to turn them into positives for your business.

As we look ahead and plan for the rest of 2012, the Endeavor team is also taking a look back at what we learned in 2011 and how it can be applied in enhancing customer satisfaction and operational efficiency. During Q4 of 2011, an Endeavor customer survey was distributed to nearly 8,000 individuals employed by over 300 unique channel clients; the results of which have been invaluable in company operations management and planning. After reflecting on the successes and challenges of 2011 and a taking a close look at the survey data, the management team has decided that 2012 is the year Endeavor gets back to basics.

What exactly do we mean by, "Getting back to basics"? Endeavor simply wants to focus on what has made Endeavor so successful over the last 10 years; these are the same things that our customers need to ensure the success of their deployments. Through internal reflection and customer feedback, the team has decided to concentrate on several key elements which are fundamental to what we do and what customers need:

• Reducing scheduling intervals
• Responding promptly to requests
• Complying to committed arrival windows
• Ensuring work onsite is completed quickly and per customer specifications
• Delivering quality at the best value
• Rewarding performance

The team is committed to diving into each of these critical functions and enhancing performance to superlative levels in 2012. To support the rewarding of performance, Endeavor will be actively seeking to promote from within as new positions arise in 2012. During 2011, we moved away from this model, attempting to bring more seasoned individuals from outside the company into high-level customer-facing roles. It turns out, however, that those who have been with the company longer and had experience in front-line operational roles within Service Delivery and Service Provisioning had a much greater appreciation for what customers need and the skills to deliver it. A revitalized commitment to promoting from within not only provides the opportunity for the best performing front-line staff to be recognized for their hard work and accomplishments, but it also enhances Endeavor's relationships within all strata of its customers' organizations.

When Endeavor was considerably smaller, company executives tended to run the organization from the top down, but this has changed with the exponential growth experienced since its inception 10 years ago. As part of the back-to-basics approach, all staff will participate in ongoing technical and advanced customer support training in 2012, empowering staff with the background knowledge to understand our customers' businesses and the tools to resolve customer issues quickly and effectively. This transition to running operations from the bottom up will result in an organization where every staff member - from entry level to executive - possesses an instilled sense of urgency in meeting customer needs and the skills, drive, and experience to do so.

We hope that readers of Endeavoring - customers, Field Engineers, and staff alike - are as excited about 2012 as we are. Expect to hear from us soon, as we are looking forward to reaching out to you within the next few months for more feedback to see how we are doing!

Channel Partners Conference & Expo
March 26-29, 2012
Caesars Palace; Las Vegas, NV; Booth 427
Click here to register for the show!

ISC West
March 28-30, 2012
Sands Convention Center; Las Vegas, NV; Booth 2139
Click here to register for the show!