Transparency at GuideCX: Our Roadblocks
By Belle Ferro
Sep 23, 2021
transparency

Here at GuideCX, we believe that transparency has a huge part to play when building trust. And although we’ve experienced onward and upward movement, there have been some challenges as well.

Some of the best lessons shared often come from how a company overcomes and recovers from struggles.

Here are a few things we’ve learned along the way. 

 

Our Goal and Our Name

“It would be the holy grail to change the role of an implementation manager,” says Peter Ord, Founder and CEO of GuideCX. As technology is advancing, there’s a new, better, and faster way to implement and onboard. We believe this is something that’s been long overdue—like wheels on a suitcase (which came after we landed on the moon).

We wanted to go above and beyond in the onboarding and implementation space, which is why at first we were named Beynd. However, as we continued to grow, we realized GuideCX fit us better. 

Changing a brand name is never easy, am I right? There’s paperwork, reintroductions, setting a media plan, and much more. If you know, you know. This was one of the first challenges. 

Here’s where the name GuideCX came from.

Deep in the Peruvian rainforest on the Inca Trail, Peter Ord was venturing with his family to Machu Picchu. The hike had been a last-minute addition on the trip of a lifetime. It was going to be a long trip, and there were so many initial worries: snakes, food rations, rain, dehydration, getting lost, and many more. Alas, there was comfort.

How? They had someone to guide them. This guide had anticipated their worries and gave them realistic expectations—there was transparency. They knew every point of the journey, and boom, there was trust. 

At GuideCX, we are guides. We want to be the best guides we can be to help our customers not have to worry about a thing. And also get them from point A to point B as seamlessly and efficiently as possible. 

 

SOC 2 Audit

Going through an SOC 2 audit was… interesting. For those who don’t know, SOC stands for “Security Organization Control”.

As we went through Type 1 and Type 2, it meant we were growing, but it also meant larger and more professional clients wanted more from us.

Type 2 required a lot of paperwork and documentation to prove our processes to protect sensitive information that we displayed in Type 1.

Honestly, it’s stressful—and sometimes, it’s how companies fail. If we weren’t as organized as we are, it could’ve gone downhill fast. However, now that the process is complete, we’re able to partner with more highly regulated companies. 

 

COVID-19

There are many companies out there that went out of business due to COVID-19. The statistics are heartbreaking. We had moved into our new office in February 2020—one month before the pandemic hit. It was almost apocalyptic; something I’m sure you’re familiar with as well. 

We were one of the lucky companies. When COVID hit, our CEO doubled sales commissions for the next two quarters, although it meant him losing money.

In Peter’s eyes, “If you can prove you can take care of people in the worst of times, it’s going to be all good.” Our product helped organize team projects while everyone was working remotely—for us and our customers.

This helped us realize our potential and we gained a new audience

Now post-pandemic, you see more transparency with smaller businesses across the country.

I’ve recently seen signs at restaurants saying something along the lines of, “Please be patient with our service. We’re understaffed due to COVID-19.” And honestly, I appreciate it so much. I would rather know what’s going on than be kept in the dark. 

 

Growth 

Growth is always great for a company, but with it comes growing pains. Not only was the SOC 2 audit one of those growing pains, but growing physically was definitely a challenge as well. 

When we started, we had about 30 people in 1,200 square feet behind an ice cream parlor.

Now, we’re in an office where we keep taking up more and more of the building as the months go by!

It requires more organization to make sure there’s room for everyone and that they have the tools they need to succeed. We also have to keep in mind what’s going to happen next as we plan further expansion.

Through all of these growing pains, there are four important things we’ve learned:

  1. Reflecting on who you and your company are to your core is important.
  2. The legal work is important and worth it. 
  3. Take care of your people.
  4. Stay organized. 

 

Transparency is the most important thing when it comes to doing business in this post-pandemic era, whether it’s in the B2B world, the tech industry, or in daily life.

People struggle and companies struggle.

Not everything is sunshine and rainbows, but sometimes struggles are just growing pains.

Always take the time to build trust with others by providing transparency and honesty to those around you. 

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