People often ask us how we got started. We actually started out as the first client of our business. Having started several companies in New York we were challenged with a lot of administrative tasks that needed to get done but had to be done exactly right. With us spread very thin on time and New York City being as expensive as it is, we didn’t have the money or infrastructure to hire fulltime local employees, so we needed to be creative. Jehan’s experience with outsourcing processes for Wall St. Investment banks while at Deloitte Consulting was crucial when evaluating a provider that would handle our day to day tasks. They had to be both trustworthy and capable of delivering on what was promised because if not our company would have suffered. Also they had to be very efficient when learning new tasks so we didn’t waste time and the turnover needed to be very low because retraining staff was not an option for us.
After selecting multiple providers to test out we went with by far the best management team and their ability to restructure their operations based on our guidance was very promising. We implemented policies to document processes and have team managers receive training so they can act as a backup and retrain someone new so we were up and running even more than a local employee. We were also impressed with the candid communication when there was issues or challenges so we worked through them collectively. Trusting the data was correct was also a very big concern for us. We overcame this by structuring the training in manageable blocks where we would train via screen sharing, have them show us what they learned, then let them work for a set time frame for us to review the work. After they completed a few iterations successfully we moved on to the next task. One huge benefit to this training structure was it didn’t take large chunks of time out of our very busy days and we could schedule the training/feedback sessions usually in 15 minute increments. The even nicer thing was that we didn’t have to feel bogged down creating process/training documents either. We just showed them on my computer and they created them for us! As the trust grew over time we expanded their role which saved us more and more time. While not all the tasks were perfect all the time it still moved the ball forward and saved us from doing the heavy lifting.
We then started offering similar services to our friends who owned companies. After 6 months of working together so closely we integrated both companies and Noon Dalton was born! We decided on the name Noon Dalton because we were extremely proud of what we were starting and wanted to make sure our clients knew we stood behind our services so much that our reputation is always on the line.
From there we really focused on operational excellence of being able to deliver what we say we can do. We accomplished this by testing out a wide range of activities on ourselves and if those worked we would offer them to our clients. We take our word very seriously and have instilled in our culture to deliver what we say we can do. And that’s why we give the free trial so you can understand how we work together. Because we only work only on a month to month basis, for us to grow the size we have means something because every single one of our clients is really repurchasing our service each month. We look at this as a long term integration with our clients and we’re the virtual extension of their company. Because they are trusting us and it does take a leap of faith to do that but we’re hopefully the right people for the job. And even if we’re not, we’re able to add some value even in the trail process.