9 May 2020
Relocity Response
5yMetric-based organization: TRUE - we have made a shift as an organization to be more metrics based. We believe this is better for our employees (recognizing strong performance, providing additional tools for those with performance gaps), our clients, and our business. This is fairly basic for most businesses and start-ups in particular than need to drive efficiency in resource use.
Meritocratic: TRUE - we judge people based on performance - both quantitative and qualitiative. We seek to help those who have performance gaps, and promote those that are performing strongly, as our business demands. This will be a constant part of our culture.
Demanding TRUE - we are asking a lot of people, but always in line with what was stated in terms of work capability. In fact, we are now aligning this better in the recruiting process to ensure that we ask people what they can work in terms of hours, and also being very up front with what this job demands. We understand that some times it feels very 'on call' and that is demanding, but that is also why we pay significantly above what other DSPs do. To be sure, we do not expect people to respond out of normal business hours, nor on days off. We do expect our hosts to be responsive to client needs (check / respond to emails at least twice a day, which is paid for) because we are an on demand service - it is one of the characteristics that makes our model special for our clients and allows us to disrupt the industry.
Constantly changing: TRUE - we are a start-up that is disrupting an industry. Part of the ethos of disruption is that you are always trying to find ways to improve. That is part of our culture. If we didn't want to change the industry, we would be a legacy DSP, not a disruptor. If you want an environment that never changes, this is not he employer for you.
Don't care about employees: FALSE - we care about our employees. We are a 'people first' organization because that is the business we are in. We believe our approach in COVID times is reflective of this - we have put our employees' health first - when other DSP providers are giving their employees the choice between health and livelihood, we have gone against the industry grain in protecting our employees, even fast-tracking technology to ensure that this was the case. People often confuse being in a demanding environment with one that doesn't care for its employees. Nothing could be further from the truth. We ask for a lot, but reward accordingly (best in industry wages, tiered host structure, promote from within, tools being developed to make host life easier, day off policies in place, etc).
We aren't ethical in billing: FALSE - that is patently false. Whereas most DSPs charge on average 1,000 per day for 6-7 hours of work, we charge 1,000 for 10 hours of service. Considering that our timesheet / bill rate is around 96% -> so for the same 1000, we give 9.6 hours of service and that does not count the technology platform and investment that we put in, which means that for every 1000 charged, we are providing well in excess of 1000 hours of 'cost' back to the client.
We aren't transparent in billing: FALSE - we are the only provider in the market that provides detail on our billing on a per hour basis. Other DSP providers send an invoice for a "day" of work, even if they only use 4-5 hours…and they do not detail services in any way.
We squeeze PT employees: FALSE - we have several FT hosts, have made offers for most Part Time to convert, and will continue to do so. If you deserve it and want to work full time, we will make you full time, even if it means more overhead costs.
We don't care about clients: FALSE - this could not be further from the truth. Quality is a fundamental metric - both in terms of billable / allocated and quality itself are our two most important metrics and ones that we measure and review constantly.
No positive feedback: FALSE - we have made it a point to be more oriented towards recognizing strong performers, in formal meetings, by email, and in terms of professional and economic opportunities.