Why Companies Don't Need Headquarters
David F. Carr, 06.03.10, 6:00 AM ET
James Sinclair, head of the hospitality industry turnaround firm OnSite Consulting, says one of the biggest challenges his employees have had adapting to the way he runs his business is answering the question, "But where is your company based?"
The answer: Wherever the work needs to be done. "We have 65 people, and we have no office," Sinclair explains. Headquarters is a post office box; he also has an Internet-based phone and unified communications system.
Sinclair used to have an office. "Sure, we picked out a nice office with a conference room and people working away. But our clients don't want to see our office, don't want to see the conference room. They want us to come to them," he says.
OnSite is in the business of reviving restaurants, hotels and casinos that are in trouble, sometimes on the verge of bankruptcy. In past years the company has bought and rehabilitated some facilities, but today it focuses on working with current owners on overhauling management and operations. Sinclair himself has long been a road warrior, and was rarely in the office anyway. When he did come in, he believed employees felt obliged to pepper him with issues they had been managing just fine while he was away. Or he saw them doing busywork solely to impress him with their industriousness.
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About 18 months ago Sinclair decided to send all his employees into the field, where they could be more productive. That made a lot of sense for consultants and salespeople. But Sinclair went further, also dispersing his administrative workers. The person who handles billing, for example, now has a desk at the site of a longtime client.
"At first a couple of clients did say something like, 'Let me get this straight: You gave up your office so you can use our office for free?'" Sinclair concedes. But he convinced them that any employee he parked at their location could at least serve as a point of contact, helping ensure a smoother working relationship.
Although employees found the "Where is your headquarters?" question awkward at first, Sinclair likes to turn it around, telling potential clients the OnSite consultants will be, well, on site 90% of the time, precisely because they don't have an office to retreat back to.
The technologies Sinclair uses include Microsoft's Office Communications Server for Internet call-routing and integration with other communication modes, such as e-mail and instant messaging. He also relies on Microsoft SharePoint for collaboration and BlackBerry Enterprise Server for mobility. OnSite has no IT staff of its own, so the technology is all managed and hosted under contract with 123together.com.
I heard a similar story from Doane Hadley, president of BizTech Solutions. I'm never quite as impressed when technology companies turn out to be showcase users of the technologies they promote, and BizTech had been a longtime beta tester for Microsoft SharePoint before adopting Office Communications Server.
Still, when Hadley decided to get rid of the firm's office in New Jersey, he did it for his own reasons. Once his company had adopted unified communications, it became easier to tell people it was OK to work at home more--especially as gas prices spiked or the weather was bad. When his office manager announced she was moving to North Carolina, Hadley decided she could work from home.
"It got to the point where there weren't a lot of people in the office anyway, and there didn't need to be," Hadley says. So he did away with it, and now all his employees work from home or from client sites.
Hadley has an agreement with a shared office facility in New Jersey, where he has one person stationed more or less full-time, and where he can have the use of a conference room if he needs it. But instead of running servers in his own data center, he now rents space in a commercial data center. "At the end of the day it's better, because we have guaranteed uptime and higher connectivity," he says.
OnSite's Sinclair believes the decision to do away with his office has been worth more than $1 million in savings, supplemented by the increased business he has netted from a more productive workforce.
One of the side benefits is that people who were formerly confined to back-room tasks are now in contact with customers, giving them the opportunity to prove their worth. And employees are happier as a result, Sinclair says. "Some of them are earning double what they were a couple of years ago--because they've proven that they should be."
David F. Carr is Forbes' columnist on technology for small to midsize businesses. Contact him at david@carrcommunications.com.
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