Shift IT Solutions Inc. changed its strategy from offering an à la carte approach, to offering all-encompassing IT services. Though the company now has fewer clients, revenue grew.
Mr. Mason acknowledges that, while he occasionally gets some pushback on price because the services that Shift now sells are more expensive than themenu offered by some of its competitors, the company set out to educate customers about what it believes to be the advantages of the all-encompassing approach.
“We had substantial revenue growth and we’ve kind of planed off in the last few years,” Mr. Mason says. “[We’re] growing, [about] a 10-per-cent revenue growth per year or thereabouts.” “Have the abilities in place, not just to try and anticipate what your customers are thinking but to actually tap into them directly and engage with your customers to hear their direct feedback and then use that.”
“I talk a lot with companies I serve about being resilient and just being flexible because the way you are communicating across multiple channels is going to change, guaranteed, within six months.”As Mr.