Written by Steve Gruber
When was the last time you truly received excellent service? I’m referring to the type of service that made you stand up and actually take notice of what the word excellence really means.
We live in a world where, I believe, mediocre service has become the norm. Whether it’s the services you receive at a restaurant, box office, or from your managed service provider, it seems that service is on the decline, with maybe a few exceptions.
A lot of the time, what we see today as a Disaster Recovery Service provider is many customers telling us horror stories about the level of service they have been receiving from their current service providers.
The stories are endless about their experiences, especially around a lack of support and service when they conduct their DR tests. Imagine if those same customers facing these service issues had to actually declare a disaster; what should they expect? What a Disaster Recovery team needs the most, in order to provide and exceed for a client, is to bolster its service delivery teams and have their feet on the ground, ready to take action.
My point is: what happened to the old “baker’s dozen’ philosophy to service where a customer orders 12 but gets 13 delivered, where the customer is king? Or where you can say we experienced “white glove service.”
The service provider business leaders of today must continually instill the sense of value with their services delivery teams because keeping customers is just as important, and maybe even more important, than obtaining new customers.
The team I work with daily focuses on the fact that we must “out service our competition,” which we pride ourselves in being extremely good at.
So, my advice to all – regardless of what kind of business you operate, manage, or the job you perform – is to strive for excellence and be different to the point where people or the customers you serve take notice and bring back the tradition of the “baker’s dozen.”
The media will bring you the facts. Houston has been hit by one of the largest storms of the century. Despite this catastrophe, Houstonians have come together demonstrating compassion for their neighbors in need.
The community at large has come together like never before. #HoustonStrong has begun to trend on Twitter, offering up numerous examples through pictures and videos of what it means to be a strong Houstonian. The hashtag was made in honor of the city of Houston’s collective birthday. This hashtag highlights the resilient spirit of the city and its citizens throughout the many years of its existence. People from all over Houston and beyond are volunteering to help in the relief of victims caught in the path of the storm.
Multiple posts have shown evidence of people from around Texas bringing their boats to the Houston area to assist in amateur search and rescue operations. Other posts show more personal stories, one being of a Houston officer purchasing emergency supplies and food for victims of the tremendous flooding (this might be a good spot to put a link to the source). The Cowboys and Texans have officially canceled their Thursday preseason game so players can return to Houston to further help their community.
While official government funding for the relief effort is still being debated, others have taken up the mantel in an unprecedented way. Both MLB Texas teams, the Astros and the Rangers, have pledged $4 million and $1 million, respectively, in showing their support for Houston during this difficult time.
in addition to organizations and citizens, celebrities have also contributed to humanitarian efforts with their money and time. Kim Kardashian West, for example, has donated $500,000 to the relief of Houstonians. Despite how you may personally feel about certain celebrities, their contribution and their compassion for those in need have made a difference for the people in Texas.
The hashtag isn’t exclusively for content showing humans helping humans; it also includes anything that inspires hope for the people affected by the storm. The spread of positive news has inspired those in Texas and around the nation of the hope that still lingers on the horizon. Clear skies have opened up over Houston as the storm has started to migrate to southwestern Louisiana, and the sun is shining down on a different Houston, a damaged but still standing one.
Through this crisis, we have seen the resilient spirit of the American people, the unquestionable durability that America is known for. Houston is a shining example of how different people can come together and help one another. We now have confirmation that everything is indeed bigger in Texas, even their hearts.
According to Webster, resiliency is:
1. the capability of a strained body to recover its size and shape after deformation caused especially by compressive stress
2. an ability to recover from or adjust easily to misfortune or change
I think that the word has more depth to it which can best be seen by looking at some examples that history provides us with.
To me, resiliency is defined as General Washington and his exhausted men, many of which didn’t even have shoes, dealing with brutal winters and endless setbacks and still managing to defeat the British in the decisive battle at Yorktown to win the Revolutionary War. Washington and his men’s’ resiliency won that war.
Resiliency is the US getting surprised at Pearl Harbor, losing countless lives and much of our naval force and then entering the war and enduring the battles throughout the Pacific (like we witnessed in the recent movie Hacksaw Ridge, which portrayed Desmond Doss’ unthinkable heroism in another display of resiliency). Resiliency can be seen in battles like D-Day and the Battle of the Bulge, which featured intense and committed leaders like General Patton and General MacArthur, who famously said “I will return” and did so. From leaders to POWs to frontline soldiers, our military heroes are those who showed and continue to show the world what the word resiliency truly means.
Hopefully, none of us are forced to display resiliency in one of those situations, but many of us hear it often regarding our businesses. How resilient are you and your organization? How grounded and committed are you to staying steadfast and how prepared are you to keep yourself and the organization that employs you operational amid an unplanned event or interruption?
Most people and organizations set themselves up to be reactive instead of resilient, which can be a recipe for disaster. Reaction is what you do after the fact. Resiliency is your already established ability to adjust and recover. We become resilient by implementing changes to move ourselves and our organizations from being reactive to being resilient.
If you take a minute to ponder what actions you can personally take to be more resilient in your life, your family, or your business, then I believe that my blog was worth reading. If you don’t, then you just received a history refresher.
If you think resiliency in all you do and make it part of who you are, your accomplishments can be as endless as the heroes mentioned above. Those people didn’t wait until disaster hit them to react, they were prepared to adjust to the changes they faced and recovered.
As a director working in the field of disaster recovery, I often get asked which backup and replication software is better: Zerto or Veeam.
The short answer is that I highly recommend both. Each has their own unique qualities. Both are consumer friendly, and most people would have to agree that they are competitive in the market. When considering which is best for your business, it’s important to take a hard look at what your needs are to decide the best fit. Below is a quick review of each technology and a comparison of their features.
Round 1 – Veeam
Veeam was created in 2006 with a strong focus on virtual machine data backup and replication. Veeam changed the backup and recovery market with their virtual machine first approach. While many legacy backup products were trying to retrofit their existing technology to support VMs, Veeam focused solely on them until 2016, when they released an agent to protect physical systems to augment their software.
Veeam uses VM snapshot technology in combination with changed block tracking (CBT) to create a replica of a virtual machine. While the snapshot is being taken, a redo file is created, and all changes made during the replication process are written into this file. Once the replication job is finished, the redo file is merged with the snapshot into a live disk file. The next time the replication job is started, only changes made since the last job will be copied to the replica virtual machine.
Veeam also utilizes backup protection that is optimized to allow for long term data retention, and one of Veeam’s key features is that it performs both backups and replications.
Round 2 – Zerto
In 2009, Zerto was founded and built to provide high availability protection to virtual machines. Zerto’s focus is on instant data recovery, and that has helped them become an industry leader in the field of disaster recovery. Another feature that sets Zerto apart from legacy backup products is simplified user interaction. Zerto, like Veeam, integrates painlessly into both Hyper-V and VMware environments.
Zerto doesn’t use snapshot technology like Veeam. Instead, Zerto deploys small virtual machines on its physical hosts. These Zerto VMs capture the data as it is written to the host and then send a copy of that data to the replication site. This process results in near-synchronous replication, since the data is sent to the DR site at the same time it is written to the production disk array. This replication process is continuous, so the delay between writing data to the host machine and sending it offsite is minimal.
Round 3 – The difference
The main difference between Zerto and Veeam is their recovery point objectives (RPOs). Zerto has a tighter RPO than Veeam due to the method it uses to capture data. However, Veeam has the advantage of being able to more efficiently capture and store data for long-term retention needs. There is also a significant pricing difference, with Veeam being cheaper than Zerto. Both solutions provide best-in-class solutions designed for the recovery of virtual infrastructures in the event of a disaster.
I have worked with many customers who utilize both products in order to meet their high availability needs while also achieving reliable long-term data retention. The recovery time objectives (RTOs) for both solutions are similar; when a VM is replicated it only takes minutes to boot the VM in either case. However, the RPO is a big difference, as Zerto provides in seconds what Veeam often needs a minimum of 15 minutes to accomplish (depending on data links and change rates). Most companies running Veeam replicate their data once a day, while Zerto users continuously replicate theirs.
Both solutions are leaders in the disaster recovery market today, but which one is right for your business depends on your unique requirements. If you already invested in Veeam for backup and your company has low RPO requirements, then Veeam is a nearly free option to use for replication. If you are looking for the fastest RPO on the market for your Virtual Systems, then Zerto is probably the product for you.
To conclude my analysis, there is no right or wrong solution. Both solutions are winners, and what is right for your business truly depends on your RTO/RPO requirements. For some users, the best choice is to use BOTH for added reliability.
I know it sounds cheesy, but no one likes to pay for insurance, myself included. A long time ago I was friends with a family that had 3 small children and was witness to their devastation when their house caught on fire due to a faulty outlet in the garage. My best friend was the sister of the gentleman that lost the majority of his important property. She also lived in the same neighborhood as him, so I passed by the house frequently. Human nature is to stop for a minute and think about what someone is going through when something terrible happens to them, but most of us go right back to our lives afterwards. In this situation, I was not able to block it and move on. You literally couldn’t ride through the neighborhood without smelling it, pull in to my friend’s driveway without seeing it, or think about them without remembering the kids’ toys melted together in the yard and driveway. On a positive note, he and his family, although they too loathed their monthly insurance cost, were relieved and secure knowing that this was only a short set back since their insurance would take care of their important property in a committed amount of time.
With Winter Storm Jonas coming out of nowhere, my first concern (after my personal family, of course) was to ensure that my customers were confident that, should they experience any type of outage that would impact their important property, we would be there to make sure that it was only a setback (if a problem at all) by honoring the delivery for their DR “insurance,” a feature that some wish they didn’t have to pay for.
Knowing on Thursday evening that the storm was brewing and headed our way, we made sure to let our customers know that they could count on us and remind them of the process since panic typically sets in during emergency situations. Those that have tested on an annual or even bi-annual schedule were able to respond back right away and thank us for being proactive and caring about their business; no worries on their part when it comes to their professional property. Not only have they paid for their “insurance,” they have tested it once or twice a year to be sure when they go to sleep at night that, if something should happen, they have taken the right steps to ensure that their family can remain their one and only concern.
According to most experts, 2.5 quintillion bytes of data are being created each day, and 90% of the data that exists in the world today has been created in the last two years alone. By the year 2020, it is estimated that 1.7 megabytes of new information will be created every second for every human being on the planet.