Employees first, customers second. On third place: profitability. Does that sound upside down? Spot on isn't just any company.
If you googles "Sweden's Los Angeles" you won't find Jönköping. But Julia Runfeldt at Spot On calls her home town that – with a certain sparkle in her eye. And with a little imagination, a walk by lake Vättern can definitely feel like walking in Venice Beach. It's beautiful either way.
To feel good and have fun at work is a core value at Spot On. But it's not something that manifests in the form of framed quotes on the wall. The culture is inside each individual and everyone embraces the values when in contact with each other or customers. In fact, the whole "feel good and have fun"-thing is so important here, that people may say no to a contract if it doesn't feel fun.
Customers at Spot On are both big and small and the main thing all of them have in common is that by working with them, Spot On can learn and develop as a company.
– We usually talk about both our customers and our employees being satisfied. If we're completely honest, we think it is more important that our employees are. Because it ultimately leads to good figures, says Niclas Frid, consultant manager and one of the founders of Spot On.
When Niclas Frid and his co-founder started Spot On, it was based on the frustration that as consultants, they never really owned their time. Together they dreamed of creating a different kind of workplace and building the culture they lacked: a more flexible workplace with strong team spirit and the ability to offer customers a larger palette of services. As they grew, this meant that the single most important factor for potential employees was to be kind.
– Kindness, it's really important to us. It reflects so much on how someone acts towards others. We strive to make the customer happy and work with things that we are passionate about. And we want to do that in our way, says Niclas Frid.
What else characterizes the culture at Spot On, besides being kind? What lays beyond the ping-pong table and the Playstation? Niclas Frid says that this really is something the employees should answer. Said and done, a survey in the office in Jönköping shows (with convincing majority) that "having fun" is what the culture is all about.
– Everyone trusts each other; and we solve problems to the best of our ability. We are a family, says Jonas Olsson, who belongs to Team Batman at Spot On.
Julia Runfeldt, marketing and sales manager, joined Spot On about two years ago:
– We are not so interested in flashy titles here. Instead, it's about helping out, both with things like keeping track of customer meetings as well as clearing up the storage room when needed. Even if we were to become 70 employees, we would not let go of this value, she says.
Today, Spot On is located in Jönköping, Gothenburg, and Stockholm. The business is doing well and the atmosphere among employees is top notch. Putting as strong emphasis on "having fun" has proven to be a success factor and led to new business and collaborations. When the Health Tech company Dynamic Code needed a new partner for their e-commerce, they contacted Spot On. The purpose was to find someone who could not only do their thing, but also suggested a good solution based on relatively small resources. An initial meeting has today developed into a full-scale collaboration.
– I got a really good feeling for the company and the people. They wanted to move forward and prioritize having fun at work. This matches our culture well and makes our collaboration today very simple, says Henrik Georgson, E-commerce Manager at Dynamic Code.
Keeping a strong culture alive can be more difficult than you think. Spot On started using &frankly 2017, initially to understand what really motivated employees.
– The first year we used & frankly, we mostly used it to check motivation levels and see how people felt. We also had some problems with high stress levels and we wanted to map and prevent stress better, says Niclas Frid.
They chose &frankly due to the fact that everything – from interfaces, questions (and how to answer questions) – resembled Spot Ons way of expressing things. And of course, the opportunity to formulate questions yourself was also an important factor.
– We are passionate about agile HR. We strongly believe in short continuous behavior triggers and improvements. For that very reason, we were not particularly keen on long-term employee surveys, but chose &frankly. Another important aspect is that the employees' answers are anonymous. This enables them to dare to say what they really think. This strengthens our culture and transparency, says Niclas Frid.
One of the questions that Spot On continuously pulses to all employees is "How likely is it that you would recommend Spot On as an employer to a friend?" The question is a so-called eNPS question (Employee Net Promoter Score) and the answer can be seen as an indication of how committed employees are. The higher the number, the better. In the latest survey, Spot On scored a 64 (very high)!
– That's pretty good, huh? We are, of course, very happy about this result. But it's important for us to continue working on this, to continuously develop the culture and understand what drives our employees and teams, says Niclas Frid.
3 tips from Niclas Frid
Spot On works with &frankly to build commitment in their teams. These are their top 3 tips:
- Ask relevant questions that employees know you are concerned with. This increases engagement.
- Discuss the results in each team and create actions together.
- Integrate &frankly with Slack (or other application) for the highest possible respons rate.
+ Don't forget that in the app, you can compare your own answers with your team's answers. This increases understanding.