Ron Carey: Focusing on Clients for Greater Success

Posted: March 27, 2019

Focusing every day on increasing the value we deliver to our clients strengthens our customers’ trust, which falls under my purview as Esquire’s Chief Revenue Officer (overseeing marketing, outside sales, channel sales, field operations, and sales enablement). I’m proud to say these teams grew business in every channel throughout 2018, setting a new record for Esquire’s revenue by the end of the year. This growth was achieved by aligning teams under a unified strategy with a clear vision and focused go-to-market approach—an approach, most importantly, that aligned to industry need and client priorities.

Giving Clients What They Want

Having a large customer base at a single point in time means little if you don’t keep those customers for life. Last year, our teams made a more concerted effort to understand our clients’ businesses, pain points, and required vendor value, and we refocused our strategy to exceed their expectations on every front. Our new internal structure allows for faster in-field decision-making—we’re quicker to respond to our clients’ needs and more adaptable to the demands of the market. Esquire has heavily invested in centralized services inclusive of call centers and production centers, allowing for explosive growth and scalability.

We’re able to deliver a stronger message to our clients partly because of the new talent we’ve attracted to represent Esquire. In the past, we took a more traditional view toward hiring in a vertical, seeking sales professionals for sales positions, court-reporting industry marketing experience for marketing positions, etc. Now, we look outside the vertical we’re hiring in for experts in the position’s core responsibility—former attorneys, for example, are uniquely qualified to market Esquire’s litigation services. Bringing more industry experts into client-facing roles has given us greater credibility and success in the marketplace.

Expanding Our Solutions

Moving forward, our sales, field operations, and marketing teams are finding new ways of showing value to clients by increasing our specialization in different legal verticals and practice areas. Expanding upon our strengths on the corporate client side of our business with insurance and risk and on the law firm side with construction defect litigation and complex litigation, we are improving our offerings with tailored solutions to a broader set of client industries and law firm practice areas.

The work we do matters in the justice system, and we have fun doing it. We’re fully empowered to make 2019 another record-breaking year for Esquire. I look forward to fostering bright and motivated teams to continue providing world-class court reporting services around the world for years to come. My leadership team, the best I have ever had the pleasure to lead, are experts in their accountable field, and together, we will drive client value, new market approaches, and success for Esquire and the clients we serve.