Paul Herdsman is the Chief Operating Officer and a co-founder of NICE Global in 2014. NICE is a company that helps other companies retain a larger customer base and increase their profits. It is based in Montego Bay, Jamaica. They offer technical support, company sales, and customer service outsourcing just to name a few. One thing that makes them stand out is that when you call them, you always get a live person. One thing that the NICE founders sympathized with was the constant frustration in the U.S. over getting a recording that doesn’t always understand their voice commands.
Paul Herdsman shared some of the secrets to his success in the Weekly Opinion; “Lessons from Entrepreneur Paul Herdsman” in very early June. The first is employee satisfaction and making them feel as if they’re a part of a second family with NICE. Herdsman states that when you go out of your way to do that, they won’t be as likely to want to change jobs. Also, it leads to higher customer satisfaction and familiarity. Herdsman and the other NICE founders know that customers are usually the happiest when they hear the same familiar voices over again.
Paul Herdsman does believe in training employees. In fact, one of the reasons that he and the other founders go out of their way to create a family environment is that new employee training has to be included in the company budget. Also, Herdsman and his co-founders are so passionate about the success of their company that they want to see every last one of their employees succeed. Refer to This Article for related information.
Paul Herdsman also believes in rewarding employees for how many results they bring out instead of things like sending out the most e-mails. They also make sure that everyone is familiar with everyone else roles. It creates more unity and accountability among the team.