2007 July Edition

A Message from Doris: Defining Good Service

100% Client Satisfaction Guaranteed! If you are a small company, this is one phrase that can set you apart from the competition. Small companies can routinely outperform the larger competition with “hands on attention”. Why small companies work so well is my message for the month.

What is a small company? In my day to day practice I run across many small companies. Interestingly enough, even 100 man service firms consider themselves small. I tend to agree, as when I think of defining a small company, I see them as those companies which are privately owned and operated by a few key shareholders. Case in point: we work closely with a number of 200 person firms and still consider them small.

Their founding shareholders are the predominant owners and still actively work many of the day to day operations. Conversely, a 5 to 50 person company (which is the bulk of our client work) is too small, as one key shareholder makes all the decisions.

According to the US Census Bureau’s 2001 survey of businesses, of the 149,029 employers in Massachusetts, only 13.8% have more than 20 employees, 4.3% have more than 100 employees and 2% have more than 500 employees. Thus 80% is everyone else!

My hope is that small business continues to thrive at this 80% level. Although larger firms may win at the price cutting game and strategies which monopolize markets, when it comes to Customer Service, it’s the small company that sits in the winning position!

When choosing a service firm to work with, the following is a list of thoughts that can place some shape to your selection process:

• Wherever possible, maintain a personal relationship with your service provider.
• Timeliness in responding to messages.
• A knowledgeable triage team.
• Service fees can be a turn off, possibly raise the bill rate.
• Saying yes, when you mean no.
• You win more if you can be perceived as flexible.
• Monitor your work quality.
• Communicate - call your clients.
• Perception you are a hard workers.
• Phone questions and phone systems.
• Avoid email for critical messaging.
• Industry knowledge and expertise.

Possibly you will find some of these tips of use in your practice and communications. - Doris

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Deltek User Group Meeting: A Success! by Catherine Chubbuck

On Wednesday, June 27th, DMC hosted over 40 users in our office for the latest User Group Meeting. Our theme for this particular meeting was looking at the support options for Deltek software in the future, and what the options are.

I would like to extend our thanks to all who attended, to Doris Cahill for allowing us to sponsor the meeting (and reconfigure our office space to do so), to Lisa Henneberry from Deltek for her insightful presentation and comments, and a special thank you to all of the DMC staff for their preparations and attendance. We had fun; I hope everyone else felt the same!

Doris has been involved in the User Groups for many years, as have many of the attendees. We have had very positive feedback from those who attended; not only were they appreciative of the information that was presented, many were thrilled just to be able to reacquaint themselves with their colleagues. All want to continue the tradition.

We are already looking at a possible Vision User Group meeting sometime in mid September, with the hope of being able to schedule something every quarter. Please let us know if you would like to sponsor a meeting. Sponsors offer our users a different locale making it possible for more participation.

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Massachusetts Health Care Reform Update:

As we have been following the Massachusetts Health Care reforms very closely, we would like to keep everyone up to date on the latest. As we all know by now, all adults in the State of Massachusetts are now required by the state to carry health insurance as of July 1, 2007. A program has been set up through Commonwealth Care where applicants are matched up to different health care vendors. The type of coverage is based on many factors, including financial need, and whether or not group coverage is offered through the individual’s employer. An individual may apply for coverage directly through Commonwealth Connector.

For businesses with 11 or more employees, this may affect your health plans, the percentage of your contribution towards the plan, and your Section 125 plans. For those who do not have a group plan, or whose plans are only offered for full time employees, you will now be required to contribute towards a benefit pool for those currently uninsured. All firms of 11 plus employees will have to submit their fair share contribution of up to $295.00 per year.

Reporting to the State will be required, both employers and some employees will be issued Health Insurance Responsibility Disclosure (HIRD) forms to file with the State, timing of these filings is still being worked out.. If you have not already received notices from the State of Massachusetts, you will soon.

For anyone who wants more information about this new law, or who wishes to further inform themselves of how these changes may affect their business, there is much information on the Internet. You can log on to the State at www.ma.gov and click on the link to the Commonwealth Connector, or go directly to www.MAhealthconnector.org. Alternately, you may read the official document published by the State of Massachusetts, outlining the “HEALTH CARE REFORM ANSWERS FOR MASSACHUSETTS BUSINESSES” by clicking on the following link:

http://www.mass.gov/Qhic/docs/Business_Requirements_pr.doc

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Employee Recognition:

The DMC Team

Normally, we at DMC like to hold up one of our employees in recognition of their special accomplishments and/or achievements. This month, however, we would like to recognize the entire DMC team.

On their own, the DMC employees have bonded together, and have created a team that really pulled together this summer, and for a few talented people, have really accomplished a lot. From keeping our clients happy, to assisting with the User Group Meeting, to keeping the status quo during recent employment changes, Doris and I are quite pleased, and will be looking forward to more of the same.

As DMC is growing, we hope to be able to maintain the current atmosphere and spirit, and look forward to a very successful year!

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