Joel & Ephraim–Part 2

SOCBOX

In part 2 of this interview, Joel and Ephraim, our COO & CEO, discuss what we're working on currently, how we consistently deliver superior results, the motivation behind our growth, and why cybersecurity is so critical for businesses right now.

Let's have a conversation



Video transcript

Ephraim Ebstein: “What do we got going on, buddy?”

Joel Richey: “Okay, so currently—can I talk about the big one?”

EE: “Yeah, talk about what we’re doing.”

JR: “So we came to realization that now, after seven years, we love what we’ve built but it’s not in a position to scale. So what we did is we decided to create the model for expansion which involves creating the administration aspect of the company and building that out. So: sales, marketing, HR, finance — all of those services and creating that as its own entity that works with business units or the team model. And those team models are going to take much more ownership of their portfolio of clients and they’re going to have margins and KPIs and things surrounding that with standardized ways of FIT Solutions and SOCBOX. And the reason behind that is we want to be able to see the team have the autonomy they need to really solve business problems and the focus to do that without all the distraction of trying to run the business. But we’re going to give them exactly what they need to grow. So we’re going to add more clients to them according to their ability and according to their efficiency, and that will be an amazing model that could really honestly go national very quickly without diluting the product.”

EE: “Yeah, that’s the big thing. So the quality is most important to us. Really solving client business problems is our objective. That’s why they’re hiring us, right? Because there’s no other reason they’re going to hire us, except for us to solve their business problems. So that has become our vocabulary, that’s become our main focus. Not that it wasn’t before, but we’ve gotten so clear on that focus: understanding the business problem, solving it for the client. And the client wants a team; they don’t want a big organization that has a bunch of layers and is diluted and they don’t know who they’re talking to. They want to work with an elite, small team. They want their guys that they know by name. They want their account manager that they know by name. They have everybody’s cell phone and they want a mature framework that these people operate in so that they get consistent results every single time and that they’re delivering on the quality that they’re promised. So everybody’s been to a restaurant before: one time you get amazing service, the next time, you get terrible service. Everybody hates that. So for a restaurant to be consistently good, it’s because of coaching, training, they have a framework, they have methodologies, they have routines and rituals. And so that’s what we’re bringing and we already have the team model, but now we’re making it so much more mature. We’ve even changed, you know, little things, little incremental changes, like how we answer the phone, training, regular coaching of the team on a weekly basis and asking questions, understanding: ‘What’s the biggest business problem you guys are trying to solve? Why is that important for your business? What have you tried to solve that problem before? What worked? What didn’t work?’ Really understanding it before just trying to tackle an IT issue.”

JR: “And we realized that we had something with a team model that took away escalation points, you know: Level 1, Level 2, Level 3, and—again back to what you said—giving that exclusivity and that boutique feeling of having a group of people that understand your network understand your needs and understand your business, and solve them on the fly. A true IT provider, managed service provider that is almost like your own internal department. We’ve done that but to take it to that next level we needed to attract the talent to be able to do it and we needed to build out all the structure to be able to scale it and that is really where the magic is to take what we’ve done and successfully duplicate it. And that’s the project that we’re working on now.”

EE: “Yeah, we’ve been good at attracting really rockstar talent. And that’s one of the great— I think that’s one of our uniques. But are Joel and I going to be able to attract every new person?”

JR: “No.”

EE: “We have to have a methodology for finding them and then training them so that they can consistently get the results and that their personal, professional, financial goals are aligned with where the business is going, but ultimately that that’s aligned with solving the client’s business problem, because that’s going to bring the absolute most value.”

JR: “So we really have a very clear vision of catapulting small- to medium-sized businesses who desperately need good IT to reach their goals in their business growth and in their ambitions, we want to align ourselves, we ARE aligning ourselves with that goal that they have. So rather than to just say as a company, ‘We just want to grow; we’d love to have everybody use us.’ No, we’re focused on catapulting organizations to the next level through our unique model.”

EE: “It’s true. Yeah. So businesses—especially ones that are growing, so for example in healthcare or a law firm or anything like that, they are, especially if they’re growing, there’s going to be break points and we want them to cruise through those break points rather than have these major break points that are like monumental shifts in their business for them to kind of get into the next level. We know what those are and we know how to consult with them and navigate them through that so their growth is so much more smoother. And we don’t know every aspect of business, but we know IT and we know cybersecurity; that is our specialty. We are amazing at it. And that’s where we can bring tons and tons of value. And honestly, even though it’s not everything in a business, it is as important as the brick-and-mortar that an old-school business was built on. These days, especially with what’s happening with COVID, brick-and-mortar doesn’t even exist anymore. The company is built on a foundation of technology. And if that technology doesn’t work, there’s a crack in the foundation. And so we make that foundation strong, we make it so it’s scalable and that they can achieve their vision and impact their clients and impact their employees in a very positive way and that gives us a lot of pride; we love doing it.”

JR: “Yeah, I think that also the—not to exaggerate impact—but if some of our clients go down, if they are out of service because of technology, they can go out of business. So this is no exaggeration. We’ve seen the impact of what we do day in and day out, and for that reason, we recognize that we are stewards of their environment. We are trusted partners. So to really achieve the vision that we have, we’ve worked really hard to build that trust and how we build trust is by building value. So we’ve really worked on a value proposition that aligns with the client and their needs, with the vision—and I loved how you said that—of busting through those break points of growth that many organizations don’t have a trusted partner to help them walk through that. There’s not that trust. There’s not that sense that they’re not going to get nickeled and dimed, that they’re going to just get taken to the cleaners. No, they have a trusted partner that’ll get them to every phase of their growth and I think that that spells success for us and for everyone else.”

EE: “Totally.”

JR: “First of all, thank you for all of our clients and all of our staff. We’re so so grateful to be on this journey together, and it’s just great that you guys have an interest in us and thanks for listening to this interview. We would love to continue the conversation for anybody that sees alignment with what we’re doing and if there’s potential partnership. Once again, we also want to attract talent to our organization. We love people that are aligned, that see our vision and are like man, that’s something I want to be a part of. Because it feels good to be part of something that you’re proud of. Yeah, love to live appreciatively, and words cannot really capture the level of appreciation we feel toward all of our clients, toward every single member of our team and towards the momentum that everybody’s creating together. It’s amazing to feel that partnership. I’m just absolutely thrilled with our future together and in harmony with what Ephraim’s saying, we are asking you to participate with us. If you have an IT need, if you have a cybersecurity need, join us. You need us. We know we can help make your dreams come true as we are doing it together with our partners now, and we will continue to grow together. So thank you. We live appreciatively. We mean what we say when we say this is a great place, and I just can’t express how much we’re thankful.”

EE: “Thanks guys.”

 


Video transcript

Ephraim Ebstein: “What do we got going on, buddy?”

Joel Richey: “Okay, so currently—can I talk about the big one?”

EE: “Yeah, talk about what we’re doing.”

JR: “So we came to realization that now, after seven years, we love what we’ve built but it’s not in a position to scale. So what we did is we decided to create the model for expansion which involves creating the administration aspect of the company and building that out. So: sales, marketing, HR, finance — all of those services and creating that as its own entity that works with business units or the team model. And those team models are going to take much more ownership of their portfolio of clients and they’re going to have margins and KPIs and things surrounding that with standardized ways of FIT Solutions and SOCBOX. And the reason behind that is we want to be able to see the team have the autonomy they need to really solve business problems and the focus to do that without all the distraction of trying to run the business. But we’re going to give them exactly what they need to grow. So we’re going to add more clients to them according to their ability and according to their efficiency, and that will be an amazing model that could really honestly go national very quickly without diluting the product.”

EE: “Yeah, that’s the big thing. So the quality is most important to us. Really solving client business problems is our objective. That’s why they’re hiring us, right? Because there’s no other reason they’re going to hire us, except for us to solve their business problems. So that has become our vocabulary, that’s become our main focus. Not that it wasn’t before, but we’ve gotten so clear on that focus: understanding the business problem, solving it for the client. And the client wants a team; they don’t want a big organization that has a bunch of layers and is diluted and they don’t know who they’re talking to. They want to work with an elite, small team. They want their guys that they know by name. They want their account manager that they know by name. They have everybody’s cell phone and they want a mature framework that these people operate in so that they get consistent results every single time and that they’re delivering on the quality that they’re promised. So everybody’s been to a restaurant before: one time you get amazing service, the next time, you get terrible service. Everybody hates that. So for a restaurant to be consistently good, it’s because of coaching, training, they have a framework, they have methodologies, they have routines and rituals. And so that’s what we’re bringing and we already have the team model, but now we’re making it so much more mature. We’ve even changed, you know, little things, little incremental changes, like how we answer the phone, training, regular coaching of the team on a weekly basis and asking questions, understanding: ‘What’s the biggest business problem you guys are trying to solve? Why is that important for your business? What have you tried to solve that problem before? What worked? What didn’t work?’ Really understanding it before just trying to tackle an IT issue.”

JR: “And we realized that we had something with a team model that took away escalation points, you know: Level 1, Level 2, Level 3, and—again back to what you said—giving that exclusivity and that boutique feeling of having a group of people that understand your network understand your needs and understand your business, and solve them on the fly. A true IT provider, managed service provider that is almost like your own internal department. We’ve done that but to take it to that next level we needed to attract the talent to be able to do it and we needed to build out all the structure to be able to scale it and that is really where the magic is to take what we’ve done and successfully duplicate it. And that’s the project that we’re working on now.”

EE: “Yeah, we’ve been good at attracting really rockstar talent. And that’s one of the great— I think that’s one of our uniques. But are Joel and I going to be able to attract every new person?”

JR: “No.”

EE: “We have to have a methodology for finding them and then training them so that they can consistently get the results and that their personal, professional, financial goals are aligned with where the business is going, but ultimately that that’s aligned with solving the client’s business problem, because that’s going to bring the absolute most value.”

JR: “So we really have a very clear vision of catapulting small- to medium-sized businesses who desperately need good IT to reach their goals in their business growth and in their ambitions, we want to align ourselves, we ARE aligning ourselves with that goal that they have. So rather than to just say as a company, ‘We just want to grow; we’d love to have everybody use us.’ No, we’re focused on catapulting organizations to the next level through our unique model.”

EE: “It’s true. Yeah. So businesses—especially ones that are growing, so for example in healthcare or a law firm or anything like that, they are, especially if they’re growing, there’s going to be break points and we want them to cruise through those break points rather than have these major break points that are like monumental shifts in their business for them to kind of get into the next level. We know what those are and we know how to consult with them and navigate them through that so their growth is so much more smoother. And we don’t know every aspect of business, but we know IT and we know cybersecurity; that is our specialty. We are amazing at it. And that’s where we can bring tons and tons of value. And honestly, even though it’s not everything in a business, it is as important as the brick-and-mortar that an old-school business was built on. These days, especially with what’s happening with COVID, brick-and-mortar doesn’t even exist anymore. The company is built on a foundation of technology. And if that technology doesn’t work, there’s a crack in the foundation. And so we make that foundation strong, we make it so it’s scalable and that they can achieve their vision and impact their clients and impact their employees in a very positive way and that gives us a lot of pride; we love doing it.”

JR: “Yeah, I think that also the—not to exaggerate impact—but if some of our clients go down, if they are out of service because of technology, they can go out of business. So this is no exaggeration. We’ve seen the impact of what we do day in and day out, and for that reason, we recognize that we are stewards of their environment. We are trusted partners. So to really achieve the vision that we have, we’ve worked really hard to build that trust and how we build trust is by building value. So we’ve really worked on a value proposition that aligns with the client and their needs, with the vision—and I loved how you said that—of busting through those break points of growth that many organizations don’t have a trusted partner to help them walk through that. There’s not that trust. There’s not that sense that they’re not going to get nickeled and dimed, that they’re going to just get taken to the cleaners. No, they have a trusted partner that’ll get them to every phase of their growth and I think that that spells success for us and for everyone else.”

EE: “Totally.”

JR: “First of all, thank you for all of our clients and all of our staff. We’re so so grateful to be on this journey together, and it’s just great that you guys have an interest in us and thanks for listening to this interview. We would love to continue the conversation for anybody that sees alignment with what we’re doing and if there’s potential partnership. Once again, we also want to attract talent to our organization. We love people that are aligned, that see our vision and are like man, that’s something I want to be a part of. Because it feels good to be part of something that you’re proud of. Yeah, love to live appreciatively, and words cannot really capture the level of appreciation we feel toward all of our clients, toward every single member of our team and towards the momentum that everybody’s creating together. It’s amazing to feel that partnership. I’m just absolutely thrilled with our future together and in harmony with what Ephraim’s saying, we are asking you to participate with us. If you have an IT need, if you have a cybersecurity need, join us. You need us. We know we can help make your dreams come true as we are doing it together with our partners now, and we will continue to grow together. So thank you. We live appreciatively. We mean what we say when we say this is a great place, and I just can’t express how much we’re thankful.”

EE: “Thanks guys.”