Putting The Customer First
Janet Ceddia
Title: President
Company: Security Construction Services
Location: Hudson
Janet Ceddia may run a contracting business along with her husband Chris Ceddia, but she comes to the job with a diverse and varied résumé. She has a degree in political science and government from Colby College and an MBA from Harvard Business School. She previously worked as an engagement manager at the consulting firm McKinsey & Co. until 2002, when she and her husband bought Security Fence Co. Since that acquisition, she’s helped grow the business to general contracting.
Who is your most influential role model, and why?
My parents taught me the value of hard work as they achieved much (working multiple jobs, contributing to the community) with little (no nest egg and barely a high school degree), building a family of overachievers. Similarly, my high school musical director Johanne McIvor taught me about the power of teamwork and intense preparation as we trained for and competed in show choir competitions throughout the Northeast.
Several professors at Colby College—Roger Bowen, Phyllis Mannocchi in particular—inspired me to hone my communication skills, and leverage that power to better analyze, persuade, challenge and advocate for a position or cause.
Wendy Kopp (founder of Teach For America and an early career boss of mine) remains a role model as well for her drive, perseverance and resourcefulness. She taught me that maintaining a laser-sharp focus on a goal or vision makes building a business still possible, regardless of the challenges or problems at hand.
Why are you good at what you do?
I approach every situation with the customer perspective top of mind. I imagine being the customer when confronted with a team update, a new piece of information or a project challenge. I push myself and my team to wonder: How is the customer feeling? What is the customer worried about? Why is the customer reacting in this way? When asking these questions, figuratively or literally, I find I better serve the customer.
Additionally, I am a perfectionist. I don’t settle for mediocrity. From one-page memorandums and voice-mail messages, to job site cleanliness and safety, to large-scale presentations and everything in between, I want Security Construction Services to represent a standard of excellence that is hard to match.
How does your organization give back to the community, and what role have you played in those efforts?
Two primary areas of giving dominate where Security Construction Services gives back: education and military veterans groups. As a former public school teacher, I have prioritized education and community-based giving for causes worthy of company resources. In this vein, I serve as the treasurer for a relatively new nonprofit focused on providing educational grants and scholarships to graduating seniors who have a passion for music and the arts. And I support Teach For America in various alumni programs that aid their current teachers.
Since so much of our work comes from military agencies like the U.S. Navy and Army, we have prioritized making donations that support our troops and veterans. It is a demonstrable way for us to say thank you and give back to an extension of our customer base.
When the stress level gets too high, what’s your secret remedy?
When I am consumed with a problem and working its solution is not enough to bring down my stress level, I engage in an all-consuming activity away from the stressful situation or problem. Specifically, exercise is key; a 90-minute tennis match or a 3-mile jog to my favorite tunes or an hour with my personal trainer help me to get past any work frustration and the stress that goes with it. Alternatively, time with the kids is similarly rejuvenating.
How have you tried to balance your career and your personal life?
Having three children remains my best strategy for forcing a balance between work and home. The kids understand that I want to enjoy life with them so they don’t cut me much slack when work demands encroach on their “time with mommy.”
Beyond that, I am a big believer in the time management philosophy, Parkinson’s Law (i.e., work expands so as to fill the time available for its completion). I purposefully schedule personal activities, leaving myself with just enough time for work tasks but not too much.
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