Debra Dellaposta is one of those executives who cringes at the thought of talking about herself. But when it comes to her customers, employees and her peers, Dellaposta is one of the more unfailing advocates, always searching for ways to improve the experience of dealing with Doing Better Business, and making the company an idea (and forever) destination employer for those who make that quality experience a reality.
This 2019 ENX Magazine Difference Maker has delivered on all counts, and many more, during her 25-plus years in the industry. She was passed the mantle from her parents, Marcella Ann and Vincent, who founded WPS (Word Processing Services) Office Solutions. Dellaposta, along with sister Beth (the CFO) and brother Joe (COO), acquired WPS and Van Dyke of Pittsburgh, and rechristened the organization Doing Better Business. The name itself evokes the ongoing quest for process and business improvement, and abides by her credo to never stop learning.
The president and CEO bristles at the thought of being an impact player. “I’m not sure about that, but I do my best to put myself in everyone’s shoes and try to work towards happy outcomes for everyone,” Dellaposta said. She prefers mentoring staff and watching them grow to the point where they can deliver on those desired outcomes.
Parental Guidance
Her parents opened Word Processing Services when Dellaposta was nine, allowing her to grow up in the industry. She officially joined the family business when an opportunity became available in its Altoona, Pennsylvania office. The second generation purchased the family business in 2017, and Dellaposta has put her own stamp on the company, remaining faithful to her parents’ teachings.
“My mother and father told me to always take care of our employees, so we can give our customers the greatest possible experience,” she said.
In 2018, Dellaposta became the first female president of the Select Dealer Group, the independent peer group serving the office technology space since 2003. She has long been a supporter of sharing information among peers to help their respective businesses grow while addressing the many common challenges that confront them.
Doing Better Business has also taken great pains to ensure an optimal workspace for delivering that great customer experience. The dealer has garnered a “Great Place to Work” designation by Fortune Magazine, the Best Places to Work in PA, Top 25 Places for Women to Work and Top 100 Organizations by Pennsylvania Business Central, among other honors.
Net-New Growth
From a business standpoint, Dellaposta has weathered some changing market conditions in fine fashion. She notes Doing Better Business lost some major accounts last year to mergers that shifted purchasing decisions out of the dealer’s market. Despite this, Doing Better Business grew nearly two percent in 2018 through net-new business.
As 2019 approaches the midway point, Dellaposta wants to continue focusing on providing quality customer service—maintaining a Net Promoter Score in the high 90s—while enabling her customers to do better business.
“We are always looking for ways to continue to improve,” she said. “We use a variety of communication tools to ask for feedback and suggestions from our customers. Most importantly, we are willing to listen and implement changes.”
Dellaposta feels “blessed” to work with her brother and sister in the family business. Away from the office, she enjoys bicycling, hiking and spending time with her Goldendoodle, Bailey.
