Company Overview

ThinkIT (IT) is a full-service consulting firm offering corporate education and a speakers bureau specializing in the topics of Service Quality, Leadership and Change. We provide a one-stop- shop for performance improvement tools and services ranging from products to turn-key solutions. IT offers a comprehensive resource for creating a competitive advantage through superior service. All of our staff have proven track records and real-world experiences in improving service quality. Our associates include best-selling authors, seasoned consultants, and renowned speakers. 

The founder and President of IT, Carrie James, is an experienced consultant, product developer and marketing specialist in the training and development industry.  Company Principal Rick Tate, co-founder of IT, is an author, consultant, trainer and speaker.
 
The Facts

• It costs five times more to attract a new customer than to retain an existing one.

• Reducing customer service defections by just 5% can generate up to 85% more profit.

• Customer dissatisfaction can cost you more than 10% in revenues.

• Dissatisfied customers tell 8 to 10 others of their bad experience.

• It takes 12 positive referrals to erase one negative reference.

• Word of mouth advertising has twice the impact of other advertising and costs far less.

• 68% of all customer defections occur because of indifference on the part of employees.

Our Philosophy

We believe that while organizations are made up of many types of "customers," the required focal point needs to be with the consumer or end user of our products and services. Our research and experience show us that if this group is taken care of first, all other stake holders such as owners, distributors, employees, and stockholders, end up benefiting in the long run.

Our Goals

• To act as business partners with our clients to enhance their competitive advantage.
• To always deliver high value and a good return on investment.
• To create and deliver unique consultative and educational products and services to meet the rapidly changing demand for quick, effective and economical answers to issues challenging organizations and individuals.
• To continue to create greater options of content and delivery style and to increase the speed and flexibility for individual users.
• To ensure practicality and create and deliver programs and services that may not be the most complex or comprehensive but, rather, the ones that make a difference.

Our Values (Guiding Principles)

We believe peoples’ behaviors are the result of adherence to a set of values or beliefs. At the heart of our belief system is a fundamental belief in people. The essence of this belief is to trust people, to grant them the power to motivate and control themselves and to believe in their capacity to integrate their own personal values with the goals of the organization.

Character

Only through constant demonstration of trust, integrity, honesty, courtesy and respect with regard to customers, co-workers and business partners, can organizations manifest a culture that promotes excellence.

Commitment

Extra effort, desire and passion are qualities that need to be fostered to remain competitive in the future.

Initiative

Excellence is manifested in an organization when people have the responsibility and accountability for their work as well as the means to accomplish it. Initiative rather than dependency is the key to outstanding performance.

Uncertainty, Unpredictability and Change

In a global economy we can no longer stand pat. The new stability will be constant change. Effective employees will accept this and learn to work with elements of uncertainty and unpredictability. They will acknowledge that tomorrow will not be like today. Constant improvement and experimentation will be the norm.

Cooperation

Cooperation will manifest better performance than competition. The successful organization will create work environments in which people pull together rather than against one another. They will see the "big picture" and stimulate cooperation within departments as well as between departments. They will operate for the good of the "whole" rather than the "one."

Customer Focused

Everyone will focus their efforts to create compelling value for their customers, whether internal or external. They will develop processes, systems, policies and procedures that benefit their customers, exceed their expectations and anticipate their future needs.

Facts as Friendly

Only with straightforward communication and unfiltered information can an organization take advantage of the creativity and energy people bring. Free flow of information allows people to make fact-based decisions. Honest communication and feedback need to be shared without fear. Uninformed people cannot be empowered.