Nobody’s perfect- and yet we expect everyone to be. From people, to companies, to products, we have established a world where perfection is no longer just something to strive for, but something we demand from each other.
But this is not the case at Kaseya, the leading global provider of unified IT management and cybersecurity software for IT managed service providers (MSPs) and small to mid-size business (SMBs) and employer to over 4000 worldwide. At Kaseya they are building a culture based on constantly learning and improving.
Kaseya’s willingness to take accountability and receive feedback from their customers is the foundation of Kaseya’s most successful partner relationships. Taking responsibility when they come up short has been valuable for establishing a pilar of trust between Kaseya and its partners.
As CEO, Fred Voccola makes sure people know that Kaseya’s goal is not to never fall, but it is to fall forward when they do. Mistakes are an inevitable part of business and growth, but so is learning from those mistakes so you can do better in the future.
When mistakes are made, the first thing Kaseya does is put themselves in the customer’s shoes. With healthy communication, Kaseya is able to know what the problem is, why it is a problem and how urgent of a matter it is.
Seeing things from the customer’s point of view does not only make it easier to fix the problem but makes taking accountability easier and more meaningful. Kaseya taking the time to understand exactly what they actually did wrong and where the customer is coming from by communicating with them means Kaseya is less likely to make the same mistake twice – and that is the most important thing to Voccola.
According to Voccola, Kaseya’s ability to put themselves in the customer’s shoes is also how Kaseya knows when to change direction or better approach situations in the future. It is unrealistic to expect anyone to know exactly the right thing to do at all times. Sometimes, knowing what not to do is just as valuable. To Kaseya, taking one step back helps them take three steps forward the next time.
Fred Voccola believes that in order to grow, you need to take risks. Risk may lead to mistakes, but mistakes are some of the best teachers. A little more than a year ago, Kaseya acquired MSP tech provider Datto.
This was the company’s biggest acquisition to date, and it was not without its growing pains, but Kaseya owns up to some of the mishaps that can occur when you bring two powerhouse companies together within a rapid timeframe and can confidently say that the growing pains they suffered during the integration of Datto into Kaseya were not made during the acquisitions that followed. To Kaseya, making a mistake is okay if you own up to it, fix it, and then never make it again.
