All Busine is Personal by Mike Holland

Last month I had the honor of meeting with two of our customers for lunch. Both were Let's Connect winners having submitted ideas or suggestions on how Iron Mountain could improve their information management program and overall experience of working with the company.

I was gratified to hear a number of encouraging comments but in some way I was even more grateful to hear their insightful comments about where we can improve - especially around how we bill you. However one of the things that struck me from both meetings was how personally invested these customers were in their relationship with Iron Mountain. For them, business is absolutely personal and we need to make sure that our culture and actions reflect their reality.

Like any relationship, there were clearly ups and downs which they talked about, however each of them had unique needs that they relied on Iron Mountain to help them address. Some of these were part of the day-to-day process of managing records; however there were also areas of the business that they needed Iron Mountain to add more value as a business partner.

Your business is personal to us. Iron Mountain may be a large organization, but we know that there is a face behind each of our accounts and we are working hard to improve the way that we work with you on an individual level.

I walked away from these meetings eager to not only fix their issues, but bring what I learned into our organization. One immediate example was to work with the invoicing team to address a common issue that both customers had. I view this as yet another small step on a much longer journey to improve your experience of working with Iron Mountain. I hope that you see the small improvements we are making day by day to improve your customer experience with us. If you have any feedback or suggestions you would like to share with us, please let us know by joining the discussion.

LINK:	http://blogs.ironmountain.com/2014/service-lines/records-management-an...
	See more stories from ironmountain

Most recent headlines