Stuck Like Glue
As you begin the new year, think about everything you hope to accomplish over the next 12 months. How long is your list? And how will you review your accomplishments at the end of 2017?
There are many ways to measure success. At Rocket, I like to measure success by asking you, our customer, how you think we are doing. Are we living up to your expectations? Are we delivering more value to you than any of your other suppliers, vendors, partners? What are we doing well? Where are we falling short?
We survey you at least once a year to get your feedback. And we always include this simple but very important question: “How likely is it that you would recommend Rocket to a friend or colleague?”
More and more of you are answering that question (instead of deleting or ignoring our emails!)—so THANK YOU. And more and more of you are answering with “VERY LIKELY”—it is very likely that you would recommend Rocket to a friend or colleague.
Rocket turns 27 years old in a few months. And since day one back in 1990, I and my fellow Rocketeers have been working very hard to deliver exceptional software, solutions, and service to you. So when you respond passively with “I’m not sure” or negatively with “NOT VERY LIKELY,” that really catches my attention. That tells me we aren’t exceptional in your eyes. That tells me we have a lot more work to go.
What also catches my attention is when you choose to NOT renew your annual maintenance contract with us. That tells me you don’t see any value whatsoever in our relationship.
I promise you that if something is broken, we will fix it. I promise you that there is something in our portfolio of hundreds of products that will provide you value. And I promise you that Rocket will be the best software provider to your organization. It is those promises that are at the heart of Rocket, and delivering on those promises has allowed Rocket to succeed and grow for 27 years (and counting!) With that in mind, I wanted to share a few songs that capture my mood.
“Baby, Please Don’t Go” Van Morrison launched his musical career back in 1964 as a member of a band called Them. This cover of an old blues tune was one of their first hits.
“Stay” One of the most famous versions of this classic was recorded by Jackson Browne in 1978. Although not released together, “The Load Out” and “Stay” were often played together as a medley.
“Don’t Go Breaking My Heart” Elton John and Bernie Taupin wrote this hit song (under the pseudonyms (Ann Orson and Carte Blanche), and it was recorded by John and Kiki Dee. This one runs through my head whenever a customer decides to leave the Rocket family.
If you have left us—or are considering leaving—we really want you to come back. So, here’s one final song: “Baby Come Back." 2017 is the 40th anniversary of this lovelorn gem by the iconic yacht-rock band Player. We don’t want you to go…and if you’re already gone we want you back!
Onward and upward—together.
Andrew J. Youniss
President and CEO, Rocket Software, Inc.