We seek customer success over our own short-term interests

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This is the value that is hardest to convey (we recognise it can sound clichéd), but it is perhaps the most important in terms of day-to-day decision making.

We need to be clear that this is not a naive or altruistic value. We are a reputation business –  most of our customers (and most of our consultants) come from referrals. We have learnt that the only way to guarantee our own long-term success, is to do, today, what is right for our customers.

Equal Experts are in a relatively unique position to follow-through on this. We are privately-owned (becoming employee-owned in 2025) meaning we don’t have investors demanding we meet short-term financial targets. We operate a very lean business, with low fixed costs, and a limited “bench”. Our whole organisation is designed from the outset so that individuals never feel compromised in having to make decisions to protect EE – that might be detrimental to our customers.

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How we do this:

  • Sometimes we find that we are not the right solution to a customer’s problem (or perhaps the right solution, but at the wrong time). In this case then we should move as soon as possible to allow our customer to progress. We never want to be bums on seats or feet under the table.

    This means helping the customer to find alternative solutions, and ensuring a smooth handover and transition.

  • Whilst it’s always nice to gain recognition, we’re paid to ensure we achieve our customer’s goals not further our own agenda.

    We are part of the customer’s overall delivery group, not the other way around so we do not brag about EE, and our own contribution, louder than we brag about the overall delivery success of the customer.

  • People that join Equal Experts are often surprised that we don’t have explicit “account expansion plans”. We, of course, have holistic ambitions that we use for planning – mainly around business sustainability – but these aren’t underpinned by forcing expansion on our customers. It’s more likely that we will be resisting requests for more people than it is that we will be proposing teams or products that are not wanted.

    Accounts growth, when it happens, is driven by new opportunities to solve new problems, add value through software, and to build customer capability for the long-term. When value adding opportunities run out – we aim to leave the customer in a better place than we found them. A customer once called it ‘land and retract’.

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We like talented people, whoever they happen to be. Experience tells us that there are no barriers to who has talent and ability, whatever your gender, race, sexuality, your level of physical ability or stage of life. So, if you have what we need, for any of the roles below, we want to hear from you.

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