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Founded in 1996 by David Hodgdon PCG has survived economic turmoil during the dot.com bust earlier this decade and a highly competitive markeplace for IT management services.
PCG may have been one of the first in the region to provide managed IT services - to become a virtual IT department for all types and sizes of small businesses-but Hodgdon told Ventures that the company's sucess has resulted from being customer service savvy and as technologically sophisticated as giant IT outsource vendors.
"If you don't keep up, you're out of the game," Hodgdon said about PCG's drive for the continual training. "What I knew three years ago is different now."
PCG, which has 12 highly trained and experienced employees to serve more than 300 business customers within an hour's drive of Portsmouth, was recently recognized as a Microssoft Gold Partner. Hodgdon admits such an achievement won't bring in more customers but it's an important step for a company of his size because it shows the level of dedication and profesionalism.
On returning to core values:
In the past, we've focused on training but we closed our training center when we realized this wasn't where the market was going. The customer wants us to be the go-to person for their IT needs. We tried to be a Web designer but that wasn't what we are. We used to sell 20 brands of notebooks but now we are down to two to three brands because it allows us to focus on what we do best - being an IT adviser offering different levels of customized service plans.
On educating the customer:
We understand that our clients are reluctant to spend money but we try to help them understand the importance of being proactive, of not trying to build a house (IT system) in one day. You are going to spend money but it's important to look at the whole picture. We have suceeded in some part because we have very high retention and referral rates - despite the fact that people aren't always as loyal as they udes to be.
On the new work place:
When we first started, the Internet barely existed and e-mail wasn't a vital tool. Now people are addicted to these machines and the work place is almost ridiculous. There is less patience and the time line to respond has lessened because the IT is so important to their bottom line.
On challenges for success:
If you don't keep up, you're out of the game. It's like the Boston Celtics ( which recently made major roster changes)- you can't do the same thing over and over and expect sucess. Yesterday, I was at the show in Boston and realized that what In knew three years ago is different now. One of our major challenges it to optimize our service schedule to create more predictability for our customers and ourselves. We can't react to problems like a fire drill because it's pretty easy to get lost and not deal with important, strategic issues.
On his evolving role:
It's more about managing people and the business. I miss the part of the daily working to solve customer problems but on site but I'm more comfortable with where I'm at. My focus is now on the business side, making payroll and using our revenues wisely tomake the business move effective and profitable.
On entering the consumer market:
With the Click' n Fix ( the home computer specialist spin off), we are poised to do well in the market. We spent a year of focused marketing to establish a brand name and we have the infrastructure, technology and expertise to make it grow fast, to compliment the PCG business. It's about 10 percent of our overall business but I believe there will be a market explosion and local customers will find our prices and service hard to beat.
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