30 Lessons for 30 Years: A Reflection by the Owners
Integrated Building Systems owners and founders Chip Chapman, President, and Bill Helland, Vice President, are guest writers for this blog to celebrate the company’s 30th anniversary in 2023. They reflect on 30 lessons they have learned, both personally and in business.
When we started the company in 1993, we had a vision to help people communicate better through technology. Reflecting now, it was hard for us to imagine that 30 years later, we would still be fulfilling this mission.
We have both grown alongside the company. Starting a small, family-owned business comes with a unique learning curve. These past 30 years, we have learned many lessons about how to lead our team, how to serve our clients, and how to build lasting relationships in the community.
Here are 30 of them.
Chip Chapman, President, RCDD
Bill Helland, Vice President
1. Hire for attitudes and behaviors over skills and knowledge.
I have learned over the years that you can always teach someone new technical skills to do a job. But if they don’t have the right behavior, attitude, and work ethic, that’s something we can’t teach. And that’s more important to success. Chip
As an EOS company, we talk a lot about the importance of having the Right People in the Right Seat (RPRS). Employees who get it, want it, and have capacity to do it. These types of people are what you are looking for to fill out your team. Pair “people skills” – the special ability to communicate with others – to RPRS and that’s a winning combination. Bill
2. Under promise and over deliver.
Don’t set expectations that you may not be able to hit. Sometimes it may be tempting to tell clients, “We can do this for you” even if you’re not sure it’s true. It’s better to be upfront about potential limitations, then over-deliver whenever possible. Bill
3. Direct and honest communication is the key to all facets of business.
You can never overcommunicate, whether that be with your team or with your clients. Chip
Not everyone sees things the same way as you. Hard to believe, but true! You have to communicate to make sure you are on the same page. Bill
4. Keep a to-do list.
It does feel good to get tasks on your list checked off. Even better if they are important. Bill
5. Tackle the biggest Rocks/To Do’s first.
With EOS, we constantly have an eye on our priorities. The story of the rock in the jar is true – fit the biggest “rocks” in first, then the pebbles and sand will fit in around them. Chip
6. Listen, Listen, Listen to your clients and employees.
Getting feedback helps guides the future of the business. It’s how you help employees grow and how to improve offerings to your clients. Listening is how you get better solutions – don’t think you have all of them. Chip
“Listen to what others have to say.” You hear that all the time, but it’s easier said than done. It is hard. Often you must consciously force yourself to do it. The test is if you can paraphrase what they are saying back to them. Bill
7. DWYSYWD
Do what you say you will do. You have to, have to, deliver on what you promise. Set expectations and deliver on them, every time. Chip
8. Know yourself.
You know in your gut when something isn’t the right fit for you and your company. Don’t try to put a square peg in a round hole. Bill
9. Know your market.
It’s essential that you understand your niche. Your sales and marketing team, in particular, should understand what the “right fit” means, both for clients and building relationships with partners. Working with a client or partner who is not the right fit is a waste of everyone’s time. Bill
10. Cash is King.
We have had many ups and downs over 30 years. We value our banking relationships, but when times are tough, it is important to manage cash appropriately to avoid loans and stay out of debt. Buy when you have cash. Chip
11. Take time to pre-plan.
As a project manager, especially, I have learned that pre-planning before a project kick-off makes all the difference for successful outcomes. The time is well worth it. This truth trickles down to nearly all activities. Bill
12. Focus on the things you can control.
There are a lot of things in the world that we can’t control. That includes actions of team members, some project schedules, and especially in recent years, supply chain issues. It’s important to focus on what you can control: your own actions. If not, you will just end up anxious and frustrated. Chip
13. You don’t HAVE to have all the answers.
It is OK to confess that you may not know the answer. You have a Team to help… and there is always Google. Bill
14. Never burn a bridge, the world is smaller than you think.
All you have is your reputation. Especially as the world has become more interconnected through the internet and social media, it’s best to never burn a bridge if you can avoid it. It’s a small world. Chip
15. Engage in casual conversation with your team members.
Hopefully you can share a laugh occasionally. Complaining, while easy, gets old and grey. Bill
The Integrated Building Systems team circa early 2000s. Can you spot Chip and Bill?
16. Getting involved in your community is the best way to really meet people.
I truly believe in the importance of not only joining organizations, but actively participating. Join a committee, or a peer group. Take on a leadership role. That’s how you get to know people and form deeper relationships. Chip
17. Always leave meetings with an understanding of who is responsible for what.
At the end of the meeting where you have action items to address, always take time to clarify who is doing what next. That few minute conversation to say, “so who is tackling XYZ” and “when will we next meet/follow up” saves a lot of time and headaches. Bill
18. A great team of advisors is a good investment in time and money.
Advisors are essential for support, organization, and to keep you out of trouble. That includes an attorney, a banker, and an accountant, to name a few. Chip
19. Smile…it is contagious.
I have learned in work and life that you do NOT have to be an optimist to smile. A smile can make all the difference to the people around you. Bill
20. Problems really haven’t changed much. only the possible solutions.
In the technology world, things change constantly. We spend a lot of time researching and testing new solutions. But what I’ve learned is that our clients’ problems are the same again and again: they want to communicate better. And they want to have better solutions that are faster and more cost-effective. Chip
21. Clutter only gets worse if you don’t work to control or eliminate it.
From your desk to your storage room to your mind, take time to de-clutter. It will never solve itself or go away. Bill
22. Strive to build a culture, not a company.
Culture is the foundation of the company. In 1993, we did not have the same core values written out that we do today. But we developed those values based on who we have been as a company all along, and who we want to continue to be. Chip
23. “Thank You” can be a powerful moment.
People say, “thank you” all the time, often without thinking. But when there is genuine intent, whether with a team member or a client, it is an impactful moment of appreciation. Bill
24. The fear of doing something is almost always greater than the actual doing it.
Almost any challenging situation, like letting someone go or facing a client after a problem on a project, will be easier to deal with than you think it will be. The hardest part is starting the conversation. But some of our best client relationships have resulted from these conversations and fixing their problems. Chip
25. Manage your time spent on email.
Email – 1993…Wow, this could be a great tool.
Email – 2023…Wow, what a time sucker.
Be aware of how much time you spend on email and set times to check it. Bill
26. There is no such thing as an easy business.
It’s my opinion that any business will ALWAYS have challenges and problems. Everyone aspires to a pain-free business, but that’s just not the reality. Instead, you learn from challenges and find solutions. Chip
27. Change is part of life.
Some pick up on this fact sooner than others. Whether personal or in business, change is inevitable. The challenge is to keep an eye for potentially good changes, vet them, and then be open to it. Bill
28. Do the right thing even if it takes more time and money.
Our business is built on long-term relationships. Taking the time to fix mistakes and take responsibility for your commitments is essential. This leads to enthusiastic referrals and repeat business. Chip
29. Not all projects are great experiences.
It’s a fact that some projects are strained, whether through your actions or outside challenges. But, if you can stick with it, work through the issues, and stay engaged, then you just might have earned a raving fan. A rough project that had a great resolution is more memorable than one where everything goes correctly the first time. Bill
30. Being a family business owner means you have two families.
Both can run you through the wringer at times. But more importantly, they can both give you a great sense of pride and joy. Bill
