Customers are the main reason for any company. This is a premise that we all know, know about, and probably didn’t have to repeat to memorize. The secret of course is to have a good relationship with him and respond to his needs.
In practice, there are different theories of how you can have a better relationship with the customer. Among them, respecting their times, understanding their needs, connecting beyond work –but maintaining certain limits–, knowing them and giving them a personalized service, following up and reminding them of your services even when they are in slow times or between contracts. These are some of the recommendations, but there is a much more important secret to keep in mind: the talent in which you take care of your clients.
No matter how much work you put into developing a relationship with your client, if your collaborators are not the right ones, the projects will not go ahead and you will put your reputation at risk. This is why doing a proper filtering process for your company’s employees is so important, you not only need people who respond positively to the culture of the company, but also know how to serve your customers in a satisfactory way.
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For BairesDev, a leading technology solutions company specialized in outsourcing software, the reason for their success is that they only hire the ‘top 1%’. This means that their process to find Latin American talent is thorough and depends on multiple tests to sign one of their collaborators. With this strategy, the company today serves clients such as Google, Rolls-Royce, Pinterest, EY, SiriusXM, Motorola and Viacom. In addition, this year it was selected for the second consecutive year by the Inc. 5000 ranking , as one of the fastest growing companies in the United States.
Finding the top 1% is not easy, in fact for more than 10 years, BairesDev uses state-of-the-art smart work methodologies and advanced collaboration tools. This strategy allows it to be made up of highly qualified professionals, regardless of their location.
Talent: the key is to find it and feed its interest so that it grows
Although the talent selection strategies for BairesDev can be strict, they work in terms of completing projects and keeping their clients. This is demonstrated in its income, which has grown 56% year after year since its inception. In fact, the company’s recruiters are constantly looking for new collaborators – currently BairesDev has 300 active searches – their tests cover different topics and different skills must be demonstrated.
“Our tests cover a wide range of skills, we want talented and multifaceted people. Therefore, during the interviews we have quantitative and qualitative challenges that must be answered. In addition, we understand that cultivating talent requires curiosity, that is why we support the multiple interests of our teams to develop them ”, explains Nacho De Marco, CEO of BairesDev. In this way, the team that is formed for each project has the capabilities to carry out various tasks, meeting deadlines and within the established budget.
“ Working with some of the people and getting their experience and advice is valuable. Especially because we are not always the same. This has taught me to be much more flexible, new tools and methods to carry out my work and to be independent even in a group project ”, says one of the company’s Latin American collaborators. It also highlights that each subset has the freedom to execute the projects according to the client’s needs, which allows them to explore their creativity and at the same time acquire new knowledge; at the same time that they can give the client tools and customized solutions for their company.
The company also offers its clients consulting services so that they make better use of the digital tools at their disposal. BairesDev’s experienced collaborators create an executive plan and advise to adopt the tools, technologies and approach to carry it out.
The company assures that it has a 93% satisfaction rate for its clients and 17% of its new alliances come through referrals. To understand that it attracted them and kept them loyal to its services, BairedDev created its own survey to measure customer experience and predict their growth, known as the Net Promoter Score (NPS) in 2019. In this, Your customers rated your experience 8 out of 10.
Finally, during the pandemic, the company has maintained its operations in complete normality. BairesDev has had teleworking in its constitution since its inception so its dynamics have not changed due to the health emergency, which allowed them to respond safely and quickly to the needs of their clients when quarantine arrived in their countries and help them face the new reality; especially those companies that had a strong traditional culture
