A Message from our President

Dear Fellow Employee Owners;

I am sure you have heard these phrases before, however, it bears repeating:

Talk is Cheap;
It is easy to talk, but can you walk the talk;

In a difficult economic period, as we are in now, competition will be stiffer, Clients will be looking for value, potential for new business will be less, etc. all leading to a Perfect Financial Storm we need to face. The only way we can weather this storm is to do what we say on time and within budget to make sure the Client is happy. Do not forget a Client can be both internal (CTL Employees) as well as external. Not satisfying either of these Clients will mean that they will look somewhere else for the service. If the Client perceives that our service is average and that if they believe that the same service can be gotten by hiring another firm, then the selection will be purely based on price. As noted before competition is stiffer due to less work to go around. Therefore, we will need to ensure Client Satisfaction.

In order to ensure client satisfaction, we will need to communicate clearly and repeatedly with the Client. The main items are the Scope of work and the deliverables as well as the expected schedule and price. If any one of these changes, the Client needs to be informed as early as possible. The worst thing to do is to not communicate early. Do not forget - the Client has probably made commitments to their clients or their superiors, based on our commitments. If we do not meet our commitments then they will appear to fail in the eyes of their clients.

Remember, Client Focus is a Mission for CTL. We need to put ourselves in the Client’s shoe and take ownership of the project. Make sure you record what commitments you make to your client. Communicate with the entire team that you think that will work on the project. Plan the resources needed to complete the project to meet your commitments, including personnel, materials, money, and time. Allow for unforeseen contingencies, and if they do occur, communicate with the client early so that they can be prepared. Successful completion is when all parties involved are satisfied. That means walk the talk and make sure you do what you say you will.

Sincerely,

C.K. Satyapriya
President & CEO