It’s no secret that I’m not a big fan of cold weather, so I’m sure it will surprise many people to know that I love January. No, not because I like to spend as little time as possible outside, and not because I like to drive around in a car that always needs to be washed. It’s because I get to witness the best software team on the planet shine.

I don’t like to brag about our team (that’s a lie, I do it all the time), but if you ever get a chance to visit our office, you too can see a group of people that truly enjoy working hard at answering customers’ questions. When I wander into our support area, the entire team is quietly focused on dealing with the issue at hand, call after call. It’s kind of like watching ducks on a still pond. As they gracefully and effortlessly move across the water, you just know they are paddling like crazy under the surface. To use another duck analogy, our entire team is always flying in formation. A call might originate at the front desk and may not need to go any farther. If others need to be involved, one team member may take the initial lead on a problem, and then pass it on to another for additional research or analysis, and then it may move through the Quality Assurance department, and on to our programming staff as they help take some load off the front-line support team, and so on. Rarely do I hear any of our team members quack. That’s probably because we also have the best customers on the planet.

A few years ago, we set a goal to answer at least 80% of our support calls as they come in, as opposed to having to call a customer back. We review that metric weekly, and for the past few years, it is rare that we attain lower than 89%. This January our call volume was up more than 10% over last year. We were still able to maintain our high standards, and rarely did any customer have to wait a long time on hold.

As you walk into our Red Wing office, you’ll see our vision painted on the wall under the Red Wing Software logo. It reads, “Creating the Best Management Software Experience”. Our entire organization makes every attempt to live up to that vision.

- Ken Hilton, President

I hope everyone had a happy and peaceful Thanksgiving. I believe there is a reason that Thanksgiving comes after Election Day in the United States. It gives everyone something to be thankful for. If you’re not thankful for the way the election turned out, you can at least be thankful it’s over.

While our elected officials around the country negotiate for solutions to the many issues we face, we should be planning for our own future within our companies. Your budgeting process for 2015 should be well underway if not finished, and final planning for the rest of 2014 has a top priority. There is still some uncertainty about tax extenders for 2014, so it might be a good idea to consult your accounting professional or financial consultant to get their recommendations.

At Red Wing Software, we are working on the expected changes to payroll taxes that take effect at the beginning of the year, knowing full well that they could all change and we will have to make additional last-minute changes to make sure you have the latest and most accurate calculations. Please watch your e-mail for notices from us on any updates that are available for the software products you use so you start the new year with the most current information.

Please have a safe and Merry Christmas and Happy Hanukkah, and enjoy a prosperous new year.

- Ken Hilton, President

I have just three short notes for you this month:

First, I hope everyone had a joyous holiday season.

Second, January is historically the busiest month here at Red Wing Software. With everyone closing their 2013 books, beginning 2014, and making sure their payroll information is up-to-date, our support lines light up. We have prepared internally for this by getting everyone in the organization ready to answer your calls. You can help us ensure that you get a smooth transition to the New Year by reviewing the documents recently sent to our Customer Care Members that answer frequently asked questions about your software. You can also get lots of additional information by visiting our Web site’s product support area.

Finally, all of us at Red Wing Software wish you a happy, prosperous, and safe New Year.

- Ken Hilton, President

How do you know if you’re doing something the best way if you only know one way to do it? Take a look at any important process in your organization and think about a way to change it. You might be surprised to find out the way you’ve been doing that process isn’t the best way. Try taking a different street to work. Maybe the distance is not as short, but might be faster. At least you’ll see different scenery.

You may ask someone (or yourself) to do something faster, more efficiently, at a lower cost, or with fewer errors, but is the system they are working in allowing them to accomplish any of these results? Trying one or more alternatives to a given process might produce the results you’re looking for.

At Red Wing Software, we never assume that there is only one way to accomplish a task. We constantly challenge our staff to find ways to improve what we do; make our software faster, easier to use, have fewer errors, etc. Sometimes we need to think outside the box and try some ideas that seem a little obscure. Quite often this exercise yields a result that no-one would have thought of without a group of us throwing out ideas and hammering through to a conclusion.

Try it. You might be surprised. I’m sure you’ve heard this before, but a wise customer told me once, “If you always do what you’ve always done, you’ll always be where you already are.”

- Ken Hilton, President