Focused on customer service
Integrity Management committed to making a ‘positive impact’
- April 27, 2012
Crunch the numbers, and the figures for Integrity Management Consulting pop.
From 2007 to 2010, the McLean-based firm, which helps federal agencies with acquisition and program management support services, saw its revenues rocket 4,460 percent. Integrity now operates in eight states, and a second office in Fort Worth, Texas, opened in March.
Integrity’s staffing has undergone similar expansion. In 2007, founders Christopher and Mary Beth Romani were the sole employees. By 2010, the husband and wife team had 47 employees, and, as of last month, their roster had grown to 74. Romani hopes to hit “the century mark” in employees by the end of this year.
This impressive growth earned the McLean-based Integrity the No. 2 overall ranking on the Virginia Chamber of Commerce’s Fantastic 50 list.
The Romanis come from a background in big business, but they became unhappy working in an environment in which they felt like numbers. They also disliked being in situations “where people were working in a gray zone,” and where customer service was not a priority, Christopher Romani says.
So in 2006, the couple founded Integrity. To finance the enterprise, the couple used their savings rather than search out investors. It was a risky gambit, because they had two children at home (now three) and no other income to fall back upon. Failure was not an option, Romani notes wryly.
The consultants first worked as subcontractors, but in 2009, they got their big break when they became the primary contractor for a $100 million nationwide General Services Administration “blanket purchasing agreement.” On one of the projects under the agreement, Integrity helped GSA devise the best way to find and contract with green vendors. From there, the company has worked as a primary contractor with other federal agencies such as the Department of Defense and the Social Security Administration.
The Department of Homeland Security, including the Transportation Security Administration, is another big client. Larry Nee, who recently retired as director of the TSA’s Acquisitions and Program Management Support Division, worked closely with Integrity on documenting requirements for equipment and services, mostly concerning airport security.
“They were high-caliber personnel,” he says of the consultants. “Their capital planning was excellent, and their cost estimation first rate.” Integrity kept its costs under control, too. “There were no overruns,” Nee says. He particularly appreciated that Integrity was so “customer focused.” Each month, Romani would meet with him personally to ensure that things were going well.
The Romanis believe commitment to customer service has been critical to Integrity’s success. On Integrity’s Web site, it states that the company “commits passionately to a positive impact on our customers, our employees, the communities in which we work and live — and by extension, on the nation as a whole,” and the Romanis give more than lip service to the pursuit of these lofty goals.
Mary Beth Romani served as CEO until last year. Her husband took that job and she became chief strategy officer (CSO). The change was made to better align their roles with their passions. In her new role, Mary Beth Romani focuses more on what her husband calls “people programs,” including employee relations and corporate philanthropy, in addition to her responsibilities in branding, marketing and strategy.
The Romanis, both now 38, are proud of having created a company culture in which employees can have enriching careers and never hit a glass ceiling. The company’s technical expertise and customer service can match “the big boys,” the Romanis say.
In the community, the firm supports homeless families through the Homestretch organization. It also is involved with Jubilee Jobs, an organization that helps hard-to-employ people find work.
“We both jumped in with both feet and never looked back,” says Christopher Romani of the couple’s decision to open Integrity six years ago. “We are blessed to have the opportunity to do what we do.”