Notes from the President

06 March 2019 khilton


Ken Hilton - President Red Wing Software

Does your business ever have a situation when two, three, four, or even more people don’t agree with how something should be done? How do you resolve these issues? You could pick a winner and everyone else could live with it. You could decide who’s right and fire everyone else. Obviously, these are both really bad solutions. So, how do you decide what to do?
First, let’s figure out who’s right. I already can tell you that answer – everyone is right. At Red Wing Software, we often have meetings consisting of four to ten people to discuss new ideas for software features, or how to improve existing functionality. There are often several differing ideas on what to do, and they are all good ideas. Everyone has the opportunity to argue their respective points and the pros and cons of each solution is discussed by the group. What almost always happens is we find out the solution is a combination of several ideas that produce the best results.
The same technique can be used when there is a difference in how a certain task might be accomplished. One person might think it’s more efficient to use one method, while someone else might have a much different method to accomplish the same task. Again, both methods probably work, and it’s likely that a combination of the two methods would be best. Now, we should ask: Why aren’t they both using the same method in the first place? Probably because, over time, the preferred process has evolved into something it was not originally intended to be, and as these changes to the process occurred, it was never properly documented as the best new process.
Whenever these situations occur in your business, it’s time to step back and take a look at the best solution for the issue, and properly document it. After you get the issue resolved and documented, don’t be afraid to monitor the process and tweak it as needed. And be sure to change the documentation for the process as it evolves.

Notes from the President

13 February 2019 khilton Notes from the President


Ken Hilton - President Red Wing Software

Since Red Wing Software is in the customer service business, I am always acutely aware of the kind of service I get from other businesses so I can learn the best ways to take care of our customers, and the kinds of service that can drive them crazy. (We try to avoid the latter.)
One day last week, I had the “opportunity” to be “WOWed” by the customer service at two local restaurants. Even though Red Wing, MN is a relatively small city, we have a number of “chain” eateries available to us. One such establishment is Culver’s, famous for their “ButterBurgers”. Since all their items are made-to-order, you order at the counter and they bring the food to your table when it’s ready. The food is good, but I also go there to watch their amazing staff.
As soon as I walked in, I was greeted with a friendly voice from behind the counter. I placed my order, took my number to place on the table, and sat down. I watched as the employees working as a team, cleaned tables and chairs, and picked up loose paper and fries from the floor. The neat thing is, they were interacting with customers, and smiling the entire time. While I sat there eating my meal, at least four different people stopped by to make sure everything was to my liking. When finished, I just sat there for a few minutes admiring how this organization was operating like a well-oiled machine. Finally, a young lady came over and said, “We have an extra ice cream cone - would you like it?” and handed me the treat. Most places would have just thrown it out, but she took the opportunity and effort to make an already happy customer even happier. I was “WOWed”. Then, as I walked out, a voice from behind me said, “Thanks for dining with us; have a great day”.
My other experience last week was with another national restaurant chain that shall remain anonymous. When the hostess finally noticed that we entered, she showed us to our table where we waited a few minutes for someone to take our drink order, and then a little later our food order. When our order arrived, we had to ask for another place setting because the three of us didn’t want to share the two knives and forks they had supplied us. The food was good, as usual, but then it came time to pay. I was fortunate to be a guest of the person across from me who was buying. There was a touch screen device on the table that was to be used for payment. After mentioning how disgustingly filthy the device was, I watch as he punched buttons and slid his credit card through the machine at least eight times trying to make it work. After struggling with the device, finally a server stopped by to help complete the transaction. Since he needed a receipt that was printed somewhere else in the building, the staff member had to retrieve it. I thought “WOW” wouldn’t it have been much easier for everyone if the staff member would have just taken the card, or even run it for us right at the table, instead of struggling with this device that was mostly in the way the whole time we were eating. A totally different kind of “WOW”!
In business, every contact we have with a customer, or prospective customer, is a chance to “WOW” them. We should all focus on making sure they are “WOWed” in the right way.

Notes from the President

04 January 2019 khilton Notes from the President


Ken Hilton - President Red Wing Software

I hope you had a joyous holiday season.
January is the busiest month here at Red Wing Software. With everyone closing out 2018, beginning 2019, and making sure their payroll information is up-to-date with the rapidly changing tax calculations, our support lines light up. We have prepared internally to answer the calls from our customers at a rate you’ve come to expect from us. You can help ensure a smooth transition to the new year by reviewing the documents and videos recently posted on our web site, and referred to in this newsletter, that answer frequently asked questions about your software.
I’d like to congratulate our support staff for consistently reaching 92% direct pick-up of calls coming in to our support lines. That percentage has steadily improved over the years to the excellent level it is today. Our entire staff has worked hard to achieve this goal, and they are prepared to continue this high level of service. Please join me in thanking them for their hard work.
All of us at Red Wing Software wish you a happy, prosperous, and safe New Year.

Notes from the President

06 November 2018 khilton Notes from the President


Ken Hilton - President Red Wing Software

Instead of telling you what I think this month, I’ll just ask some questions to provoke some thought. If these questions look familiar, and you’ve been asking them for a while, it might be because I asked similar questions in this newsletter about eleven years ago. Don’t just read the questions, actually think about your answers.
Are you controlling your business, or is your business controlling you?
Do you control the expenses in your business by operating from a budget, or do you operate by the “seat of your pants”?
Do you have processes in place (and documented) for internal job functions, or do you assume everyone knows what they are supposed to be doing?
You know that everyone in your organization has certain responsibilities. Have they been clearly communicated, and do the people in your organization know they have these responsibilities?
Do you know the true cost of items that you produce or buy for resale, including indirect costs?
Do you know your most profitable items and those items that are not so profitable and maybe should be discontinued?
Do you know your businesses key financial ratios, what they mean, and where the danger levels are?
Do you analyze the return on new asset purchases before the purchase is made?
If you think you have good answers to all of these questions, good for you. I challenge you to continually ask these questions throughout the year, and improve operations through better management. At Red Wing Software, we evaluate our position and try to answer these questions regularly. We fear that once we think we know all the answers, we stop improving.

Red Wing Software - Notes from the President Ken Hilton

04 October 2018 khilton Notes from the President


Ken Hilton - President Red Wing Software

One of Red Wing Software’s core values is to have fun. As an example, while I’m writing this, I hear a chorus of voices singing Happy Birthday in someone’s office. Don’t get me wrong, everyone takes their respective job seriously and wants to live up to our Vision – “Creating the Best Management Software Experience.” But, occasionally, a bean bag tournament will break out.

When you work with the best people and have great customers, then get them together, as we recently did at a classroom training in our Minnesota office, it’s hard not to enjoy the experience. On several occasions over the three-day training, attendees would ask, “Can I meet (fill in the blank)? I talk to them all the time and would like to put a face to the name.” We’d get them together, and then I’d hear the customer say, “I’m the person that always calls and bugs you about …”. Of course, the answer from our staff is always, “You’re not bugging me; that’s my job and we’re here to help. We would much rather you call and get help than struggle and get frustrated. We like to hear from you.”

Our team really does enjoy doing their jobs. During one of the breaks, a customer wanted to discuss something they were struggling with in the software, and had a suggestion for a new feature. Within about two minutes we had a small team assembled to hear what the issues were and find ways to help. Believe me when I say, “These team members didn’t drop what they were doing just because I asked them to - they truly wanted to know what we could do to improve the customer experience.”

Join us in having fun, and help us have fun by letting us help you.