How long has Square Systems been going and what did you do beforehand?
Square Systems started in 1999 and before that I was an IT Director for a direct marketing company.
What’s a typical working day involve?
We’re a small business so my days are enormously varied. I’m involved in all aspects of the business from fixing software bugs, to client enquiries to new projects.
What parts of your job do you find most challenging?
Without doubt, I find the details the most challenging. That’s why there’s two of us. Alan [fellow founder of Square Systems] is the details man - our skills and experience compliment each other.
What are you most proud of?
I am proud that I have set up a company that is a success and has endured and I am particularly proud that I can provide employment to other people.
How would you describe the corporate culture at Square Systems?
It’s a relaxed place to work but we’re professional. Innovation is very important to us - we need to react quickly to changes in the market so we prize the ability to be flexible and responsive. Our core business is helping companies solicit customer and employee feedback so we aim to espouse these values ourselves. We try to have a culture where every employee’s views are valued.
How do you think surveying will change in the future? What’s the biggest factor affecting feedback collation?
In the past we saw more discrete, project-based surveys. People now are realising the need for continuous feedback collation. Companies are striving to be more agile and this means that an annual survey no longer makes the grade. In a similar vein, we are seeing more omnichannel surveying. Customers are driving this. Whatever channel a customer is using to contact a company, be it over the phone, on Social Media, via email, the company wants to be able to collate feedback at that exact touchpoint. Customer driven feedback is definitely the future.
If you weren’t Managing Director of Square Systems, what do you think you would be doing? Or what else would you like to do?
[Long pause!] I’d like to run a sailing school in the Med.
If you could give one piece of advice to anybody setting up a business, what would it be?
Stick at it. Don’t give up at the first hurdle. Eventually you’ll hit on something that works.