By Anne O’Connor, Correspondent. Published by Nashoba Publishing – Townsend News
TOWNSEND — It’s not every day that a small-town business earns a spot on a short list of gold-level-status companies.
Moore Enterprises is one of the four highest performers on the east coast in the NEC Channel Reseller Program for sales achievement in 2013.
The other companies to attain gold level status for sales achievement in 2013 are located in New York City, Washington, D.C. and Philadelphia.
The NEC representative could not believe so many business telephone systems were sold by Moore Enterprises, said Marcia Fernald, sales manager.
“And, we do it in our little circle,” she said.
“It’s a pretty good circle,” owner Russ Moore and Dan Shields, vice-president of operations, said together.
The bulk of Moore’s accounts are in the area between Manchester, N.H., and Worcester. The biggest client base is in Fitchburg and Leominster.
“It’s a good fit for us out here,” Moore said. He founded the company 23 years ago and serves as president and CEO. This is the first year the business has earned gold status.
The management team credits their success with knowing their customers and keeping their client’s business phones up and running. “We all know each company who calls,” Fernald said.
Most of the systems Moore sells have around 20 phones. Some customers have as many as 50 phones.
The company also sells and installs overhead paging systems, telephone and data cabling and relocation services.
If a customer calls in with an emergency, perhaps a failed system, “Dan gets the call and drops everything to get them up and running,” Fernald said. The old system can usually be repaired the same day and a new phone system can be installed within 24 hours.
“It’s a specialty of ours,” she said.
The 10-member team works well together. Many have been part of the company over 10 years.
Employees have a chance to grow. When the business needed a general manager, they hired from within. Brenda Rodgers was elevated to the position.
“Brenda is a huge, natural fit,” Fernald said.
While Rodgers is busy keeping the office on Route 13 near the Lunenburg line functioning, others are out on the road, with clients.
Fernald and Shields, the two salespeople, spend most of their time on the road. Three technicians travel the area every business day.
Moore Enterprise is one of the few companies that offer free consultation. Most phone system companies charge for the initial consultation and later deduct the charges if a customer purchases their product, Moore said.
Keeping the phone systems running is part of the service. Emergency service is available 24 hours a day. Often, it can be done remotely.
New systems are assembled at the Townsend location so they are ready to install when technicians arrive at a customer’s business.
Shields is one of the newer employees and was made welcome quickly. “He just became part of the family,” Fernald said.
And, like a family, the management team at Moore Enterprises watches out for their customers and for each other. They know which of their customers’ systems are outdated and need replacing.
Moore likes to travel and visit children and grandchildren. His team wants to make that happen.
“Russ needs to retire. He needs to spend time with family,” Fernald said while smiling at her boss.