The problem was this: we were already doing everything in our capacity for our customers at that point. But our organization and our individual expertise could not reasonably expand to completely fill the great and varied needs of our Fortune 500 company customers. But one main course later (though I think it was the dessert that really did it), we arrived at this conclusion: we, as a team, did have all the expertise necessary to serve ALL the computing needs of small businesses locally while maintaining the level of customer service we expect from ourselves and could only wish for from far too many others.
Small & mid-sized businesses—dependent upon data, voice, and security systems to run efficiently and effectively just as large corporations are—do not have the luxury of maintaining their own IT departments to keep their systems up and running. They are alone. Here, we reasoned, is where we could really make a difference.
The plan was clear. Provide nothing but the highest quality service and the highest quality parts and always—always—make customer service the top priority.