From carbon paper to Net Promotor Scores: The continued evolution of business

Like my own dad did for me, I often try to share some historical perspective with my children when it comes to why things are the way they are, or where they come from.

So when I asked my daughter this week to “CC me on an email”, I quickly added “You know, CC is short for carbon copy … you know, when you used to type a letter, to keep a copy you would put a sheet of carbon between…”  Before I could finish the sentence, I heard: “I know, Dad, we do that in Lab at school!  I really like that copy!”

As the old saying goes, some things never change.

But mostly they do.  What’s great about history is being able to put it in perspective, and learn and grow from it.   In the next 24 months, our company will celebrate looking back while forging aggressively into the future.  The year 2017 marks the celebration of 25 years of operation for BCN Services, our flagship Professional Employer Organization.  I am proud of our growth. We started in one small office in the corner of our building taking over the entire space within 7 years and expanding our service to clients with worksite employees in 47 states in 2015.

Recognizing 90 years in business

Our next milestone, one that I am equally proud of, is the recognition of 90 years for the BCN brand here in Ann Arbor, Michigan.  The Bradley, Chesbrough, Niswonger Agency began serving the business community as a commercial insurance agency in 1928, and it was no mistake that BCN was part of our name when we expanded into employment outsourcing arena in 1992.  We are proud to be associated with the BCN name and work every day to live up to its stellar reputation.

It is our clients that deserve the recognition for our success.  They have helped us create our Commitment to Quality Service approach, originally developed in 1996, so BCN staff can deliver consistent, professional, and timely service. It is a Service Protocol we modernized to a Net Promotor Score (NPS) system in 2016 using our Customer Relationship Management (CRM) system.   We are pleased to have received an average NPS Score of 91.1 from our clients in December.  Thank you for your feedback!

We look forward to celebrating these anniversaries through our clients’ continued successes, and plan to share some of the history that shapes our future in the months ahead.

We appreciate your business! Please contact us if you have questions about any of your human resources policies or needs.

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Andy Hans, President/CEO