Adam Williams

Director of Channel Sales

On Monday, June 4th, 2007, Mailtrust experienced a prolonged service interruption, and naturally dealt with a subsequent customer service spike. Adam Williams found motivation through the crisis, discovering that even in harried times, the Mailtrust team always comes through.

He sent an email to everyone at Mailtrust titled "Why I Work For Mailtrust". In it he wrote the following:

I could actually put together a long, long list of reasons why I work for Mailtrust but nothing compares to the experience of yesterday. This past Monday was probably one of the worst days in the history of the company and I know it was a bad day for me. To say we had a service interruption is an understatement and as any client will tell you, he or she doesn't care what caused it, it just has to be fixed. For several hours, most of our clients had limited access to email and all of our clients come to us because they rely, every day, on business critical email service. What I saw in the office reinforced and strengthened my belief in the company as a whole and the individuals who make Mailtrust such a special place to work. I've worked in the school system, I've worked for a Fortune 100 company and I've worked for several start ups so I know bad days happen. What really matters is how you respond. Here is what I experienced yesterday.

I saw developers logging into our support system to handle the mountain of requests coming in. I saw our finance and billing group answering support phone calls and still doing their "actual" day jobs. I saw our best technical minds working calmly but aggressively to fix the issue. I saw our human resource coordinator and marketing VP calling customers with updates. I saw our customer team handle call after call professionally - feeling the pain of every customer, listening to the not-so-nice comments that always come when things go wrong, and picking up the phone to do it over and over again. I saw our CEO never put down the phone because he was always talking to customers. I saw everyone in our company pitch in and help in some way so we could get back to offering amazing service to our clients.

I saw a company experiencing a day you wouldn't wish on your worst enemy.
I saw a company handling intense pressure to perform.
I saw a company that can get kicked to the floor and get back up.
I saw a company that I am proud to work for and people I am proud to work with.

The sun came up today and Mailtrust is still here. We're stronger, a little wiser, a lot more tired and ready to serve our customers better than anybody in the industry.