Tracking the Skies

By Steve Burns, Capital News contributor

Have you ever had a conversation with a technology CEO that just loves what they do? Have you found their enthusiasm contagious and come away reenergized? Kathleen Wallace, President & CEO of SkyTrac Systems Ltd. (/www.skytrac.ca), is exactly that person.

SkyTrac Systems Ltd. is the global leader in automated flight following. SkyTrac's systems provide 2-way messaging between air and ground using Low Earth Orbit satellites to any Internet accessible location in the world. This enables vital messages to be sent to, and delivered from, the aircraft.

I had a chance to visit Skytrac to see firsthand what was happening with this vibrant company.

While the company continues to expand its market share and employee base, the conversation with Kathleen and her right hand arm, Judy Meier, caused me to think through what exactly differentiates this company. From my perspective, there are three key factors:

1) Hiring Likeminded, Passion People
Skytrac has been successful in attracting and retaining top quality talent. "I have a basic recruiting philosophy. We consider each person that we hire at Skytrac to be an integral part of our high performance team. They must be share a likeminded passion to serve our customers", says Wallace.

2) Providing Outstanding Customer Service
"Our industry is full of large players. As a small company, we have tried to stick to specific niches, become the experts and expand our markets from there" says Wallace.

Judy Meier was quick to point out "we pride ourselves in being more responsive to customers than any of our competitors. We want to establish long term relationships with our customers. We make them feel like they can ask us anything and we will respond with a passion to serve them and their business. We work closely with each customer to understand their business and their needs and to understand how our products can help them serve their customers."

Kathleen added, "We have been able to go to more tradeshows in the last year, which has increased our market exposure and branding. We will continue this trend in 2005 to ensure that customers think of our solutions first."

3) Creating Accountability For Each Team Member
"We have a very flat organizational structure. We have organized our workgroups with team leaders that are accountable to lead by example and meet our performance targets. With a strong sense of urgency and a passion to serve our customers, team leaders keep each other accountable. I feel that I have built a team that will do whatever it takes to grow this company", says Wallace.

Wallace is helping to lead the company into the future and thoroughly enjoys the day to day challenges that running a technology company brings. "We are small but growing very rapidly. We will be successful by continuing to hire likeminded, passionate team members, staying focused on passionately serving our customers, developing them into Raving Fans and managing our growth plans through accountability."

As a member of the Executive of OSTEC, Kathleen is also dedicated to helping the local technology industry continue to flourish throughout the Okanagan Valley.

I really could not have asked for a better interview. I came away not only with a fresh perspective on SkyTrac but also with three key factors that could help differentiate any technology company.

I always enjoy asking business leaders about what they would change about their company, if they had the choice. Kathleen commented "I wouldn't change anything at the moment. I am having the time of my life."

From my perspective, the Okanagan is the place to locate any company – technology or otherwise. Yes we do have issues to manage, but the Okanagan has many advantages to leverage – from the ability to run a technology company while achieving a balance of life to one of the lowest cost structures in North America.

I think that Wallace summed it up the best when she said "what better opportunity is there to do something that you are passionate about and live in the Okanagan doing it? You just can't beat that."

I couldn’t agree more - it truly is a privilege to work and play in the Silicon Vineyard.

Steve Burns is the president & CEO of Burns Innovation Group Inc. and Steve Burns Inc. Chartered Accountant which provide consulting and accounting services to entrepreneurs. He can be reached at 763-4716

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