Q&A with Terry Hedden, CEO of Infinity Business Systems
Interview By Bob GaudreauPresident and CEO of Media Golf Productions
BOB: What does your company do?
TERRY: Infinity Business Systems is a full-service IT solution provider that supports the entire technology infrastructure for businesses.
BOB: OHIO STATE OR FLORIDA?
TERRY: I think that was already settled on the football field and basketball court. Be it basketball or badminton, football or foosball, UF is the team to beat.
BOB: WHY?
TERRY: I believe that the SEC is the hardest conference to play in overall, especially in football. We beat each other up on a weekly basis, which ensures that the team that comes out unscathed, or close enough to play for a championship, is more than prepared to take on any challenger.
BOB: Now that we have the important stuff taken care of tell us a little about your family and your biggest supporter-your wife?
TERRY: I have a beautiful wife, Betsy, and a 1 ˝ year old son Trey. My wife and I have been married for over 5 years now and I believe she was a blessing from God and I am honored each day to have her at my side. My son is growing like a weed and is the cutest little kid I know.ok, I may be biased. My entire family is incredibly supportive of my dreams, especially my dream of leading Infinity Business Systems. From the early days when she needed to 'bankroll' us to the times I get caught up at work and show up late for dinner, they forgive and forget.it makes handing the day-to-day aspects of running IBS much easier when your family is supportive and understanding.
BOB: How did your time spent at UF shape the person and CEO you are today and let me ask you to cite a specific series of events which made you believe you would be a CEO running your own company today?
TERRY: UF was an incredible experience for me. I attended twice, first from 92 to 96 to obtain my undergrad degree in business and second for my MBA from 03 to 05. I believe that the skills and experience obtained in undergrad enabled my first break.a management consulting role at Ernst & Young (now CapGemini). 5 years there really provided a springboard for my career that I leverage to this day.
Grad school was an adventure. I started the program the same time I started IBS. I thought IBS would grow slowly, enabling me to comfortably go to school and run IBS in a 'normal' work week. I was wrong. IBS took off, which made effective balance between work and school a very difficult thing to maintain. Through a strong dedication to time management and very little sleep, I made it work.IBS grew at 100% monthly until I graduated from UF with a 4.0 GPA.
I wouldn't trade the combined experience at UF for anything. I am a proud member of the Gator Nation!
My trek toward my current role began at 14 when I started my first business, Club Cutters, where I enjoyed sales and management of my first employee. I then spent 11 years in business studies and 'Big 5' Management Consulting where I learned from the best. In my last position, I witnessed poor decisions impacting a promising business model, which negatively impacted my future and thought I could do better.so I jumped at the opportunity to start IBS.
BOB: What are the 3 absolutes you must have to be a CEO in today's economy and technology world we live?
TERRY: Courage to Take Risks, Willingness to Change and Adapt and The Ability to Demonstrate and Maintain Confidence in One's Self and Ideas.
BOB: Speaking of technology you run a technology company..tell us a little about your services, clients, and where you serve those clients?
TERRY: Our firm specializes in enabling businesses to offload their IT concerns to a trusted partner. We provide a truly full-service solution, including sales and support of phone systems by Cisco and Nortel, structured cabling, website and internet marketing, IT consulting, traditional IT services and the 'next generation' of IT support we call Managed IT Services.
Under Managed IT Services, we provide unlimited support for all aspects of the IT infrastructure, from PCs to firewalls to phones. These plans are very popular as they provide a 'known' support cost with no surprises and an assurance that our client's best interests are always aligned with ours. It is amazing how strong a partnership can get when clients rest assured you are always looking out for them. It works very well, clients enjoy a significant reduction in downtime, an increase in network performance and far fewer cases of heartburn!
In terms of locations served, we offer onsite and remote support for the entire central Florida area through our offices in Tampa and Orlando. Our Managed IT Services offering is truly global, however, as location is irrelevant. We provide these services in approximately 15 states with our two largest clients headquartered in Minneapolis, MN and Washington, DC.
BOB: Tell us about the challenges you face as a CEO running a technology company?
TERRY: The two biggest challenges we have faced relate to capital and growth management. As our firm has enjoyed annual growth rates averaging over 100% since inception, maintaining our customer satisfaction and retention goals require a very strong dedication to achieving those objectives. Our reputation is very important to us and every customer must always feel they are the most important. Access to capital has also always been a challenge as it is very expensive to grow. Our banking partners have been loyal and strong, and we are continuing to look for additional sources of capital to fund our aggressive growth plans.
BOB: How big is your company in terms of employees and revenues and what separates an IBS employee from a competing company?
TERRY: Our team stands 22 strong right now with 3 openings we are working to fill in the coming week or two. We are adding about 1 person per month on average. Our revenues are on track to exceed $2.5M this year, up from less than $˝ million in 2004.
I believe that we differentiate ourselves by a steadfast dedication to maintaining and demonstrating our core values:
The central premise of our core values is that we care for our employees, our employees care for our customers, who in turn care for our firm. We believe in partnership with both customers and employees.we help each other succeed and grow. In our most mutually successful relationships, our customers think of us as partners, not just another vendor.
BOB: Let's shift gears for a moment and talk about Golf! Tell me about your love of Golf..do you play, how much do you play, and is Business/Client Golf part of your selling tool at IBS?
TERRY: I am an avid golfer. I played competitively as a junior golfer in west central Florida as a kid and then played 4 years on the varsity golf team at Hernando High School in Brooksville, FL. I would have loved to play in college, but the Gator golfers were a notch above where I was! I play once every month or two now, not as much as I would like. I am pretty inconsistent; I can bring home a 78 or a 98 these days. I would love to play more with clients.
BOB: I know that you started your own charity benefit golf tournament last year, tell us why you took this on and how difficult was it for you and your staff to stage it?
TERRY: One of our core values is Philanthropy. We believe we must give back to the community that blesses us with so much. One of the ways we do that is through our annual Charity golf tournament. We select a local charity and do all we can to raise money necessary to fulfill their mission to help our community.
Running a quality golf tournament is far harder than it sounds. It takes hours and hours to pull together and the cost of making it professional is much higher than one would think. We did it ourselves last year and it went well.but afterward I went to one managed by LeaderBoard of Tampa, and it was much more professional and raised significantly more money for the cause than ours did. Realizing that they offered a more professional package than we could ever achieve in house, we hired them this year and hope to each year in the future.
BOB: What are the details that made running your charity golf tournament different from other company tournaments out there?
TERRY: Our objective is to produce a professional tournament enjoyable by all who attend.while maximizing the contribution we make to our charity of choice. Obviously, those conflict. We believe that the new system we have in place this year will provide more opportunities for sponsorship, which will enable us to increase our contribution to charity while producing a top notch tourney for our clients, prospect and vendors to enjoy.
BOB: You are approaching your 2nd Annual golf tournament on October 5th of this year. What can fellow CEO's and senior level managers who are reading this article do to help you make it a success?
TERRY: Our tourney is open to all vendors, clients and prospective clients, so interested CEOs and managers should contact IBS to learn about our firm's services and ensure you are 'on the list' for the event! While the prizes range from plasma TVs to computers and software, the most rewarding part for the attendees lies in knowing they enjoyed helping a deserving charity, Coordinated Child Care of Pinellas. We are also still accepting sponsors for the event.
BOB: When your Tournament was over last year, and the clubs were put away for another year, what were your reflecting thoughts about the event? What take always can you tell us that make this day special for you and IBS, so you can share with other CEO's who are considering doing the same?
TERRY: I was very proud of the event as it was enjoyed by all. The IBS employees really pulled together, as a team, for a worthy cause and showed our clients just how much we appreciate them. Our host course, Pebble Creek Golf Club also did an amazing job. It provided an opportunity for Team IBS to really demonstrate the Core Values that serve as the foundation for our firm by giving the proceeds to the selected charitable cause, The Special Operations Warrior Foundation.
BOB: What tips and advice would you give fellow CEO's about running your own golf tournament?
TERRY: Get help. Take ownership of finding sponsors and attracting golfers and leave the 'production' side to a professional. The net result will be a better tourney with happier attendees. You will also enjoy the event much more.
BOB: Who was your charitable beneficiary last year? Who is the charity this year, and how do you go about picking the charity every year?
TERRY: It was also very special to give a check for the total tourney proceeds to the Special Operations Warrior Foundation to help them fulfill their mission after the tournament last year. What a noble cause it is to help the children of fallen Special Operations Forces by paying for their college education. Great organization, great people and a very worthy cause.
This year, we have selected Coordinated Child Care of Pinellas from the list of nominations the IBS Tourney Committee received from IBS employees. This organization funds many of Pinellas County's children-oriented charities, which allows us to help more than one worthy organization.
BOB: Now let's put Business and Golf together and have some fun!
TERRY: I have my clubs in my trunk, let's hit the links!
BOB: Who do you admire the most as a TOP CEO/BUSINESS leader and why?
TERRY: I would have to say Gary Kelly, the CEO of Southwest Airlines. I fly with them all the time and watch in amazement just how happy their employees are and how well they treat their customers. Their culture is fantastic, which is exactly why they are so successful in attracting and retaining clients.
BOB: Who do you admire the most as a TOP Professional Golfer and why?
TERRY: My initial reaction is Tiger Woods as he is clearly the best out there right now. However, I think I would have to say that I admire Jack Nicklaus most. His longevity at the top of his game has left him respected far beyond his years on tour. I also respect how he leveraged his accomplishments to diversify into ventures that extend beyond the golf course.
BOB: If you could play spend time with your dream Golf Fivesome for 3 days at a remote location, tell me the (2) CEO's and the (2) Professional golfers you would want to play with? Why these individuals?
TERRY: I would want to spend time with Warren Buffett to learn more about how he maintains perspective, patience and persistence. I would also want to play with Gary Kelly of Southwest Airlines to understand how he fosters a corporate culture that produces so many customers that become raving fans. As for the professional golfers, I would love to see Tiger and Jack Nicklaus hit the links. By far the two greatest golfers of all time. Now that would be a fun round of golf!
BOB: If Tampa Bay CEO Magazine sent you on this dream FIVESOME to stay and play golf for 3 days with the people above where would you want to go anywhere in the world? Why?
TERRY: That is simple, Pebble Beach. That course is so stunning to look at and intimidating to play. I have dreamed of playing there since I walked a few holes while on a tour of the infamous 17 Mile Drive on the Monterey Peninsula. I would play the other area courses and enjoy the only place in the USA I consider as beautiful as my home state of Florida.
BOB: Give us some final comments on the challenges you face everyday in life- as a CEO in spending quality time with your family, effectively running your business, leading and motivating your employees, and managing your golf game?
TERRY: On a personal note, balance of work and family life is always a challenge. It is very difficult to ensure my priorities are always aligned as I intend: God, Family, Friends then work. As a CEO of a rapidly growing company, work can easily drift toward the front. It is a battle I fight every day.
I think that keeping your golf game sharp is nearly impossible while effectively balancing work and family obligations without doing them in concert. It is easy to forget just how special golf is in that you can combine golf with the family to pass along this wonderful game to your children. Combining work and golf is the only way I know of to get 4 to 5 hours of quality time with a business owner or Sr. Manager. Golf and business just go together.
BOB: What is tougher and I won't ask why?
TERRY: I would say that running a business is toughest as it is far harder than it seems. I have learned so much in this, my fourth venture, that I didn't even know I needed to. Thankfully, I have a wonderful, talented, loyal and hard-working team that believes in our mission and does their very best to make my job look easy.
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