A few months ago, I had to take my little VW beetle in for a check up before making a trip cross country. I was in a new town and was not familiar with the service department. When I walked in, I was greeted immediately by a woman behind the counter. After telling her my name, she politely excused herself to go get the service manager for me. While waiting, I noticed a very large sign at my eye level just behind the counter. It read as follows:
The 5 Customer (Guest) Wants:
- Quality in Every Detail
- Fast Response
- Solution to the Problem
- Personal Assistance
- Sincere Cheer
I had to smile as I read them. They were simply common sense and the fact that they posted them was brilliant in my humble opinion. What does having this list do for the “guests” that walk in? And how about the employees? What does this say about the company?
I enjoyed a long career with a company that had their Shared Values posted in every store. This was a company that believed in empowering every member of their team to make good decisions based on the company’s values, vision and mission. As a new team member, the first day of training was just about these shared values with the thought that if you found yourself in a position where you weren’t sure what to do, you could follow the values and make the “right” decisions…every time.
It worked like a charm.
What words does your business have to live by?
What is your business’s customer service philosophy?
Would you post them?
"It is my sincerest pleasure to recommend Lee Beaven as your life or business coach! A few years ago, my wife, Chris, and I were at crossroads in our careers. In my case, I was a retired Naval Officer and had been teaching for a few years under the “Troops to Teachers” Program. Lee helped me focus on what I really wanted to do in the education arena. With her good listening and well-reasoned coaching, I entered into a doctoral program in educational leadership at the University of Virginia, and in a very short time, received an educational leadership (School Principal) endorsement from the State of Virginia. Within a year, I was an Associate Principal and Vocational Director of a Virginia High School! Without her help, I would have floundered and possibly never reached my career goals in education.
Best of all, she helped me uncover a buried passion to become a Park Ranger. She not only helped me uncover this desire, she encouraged me to dust it off, shine it up and put it in the forefront. After 7 years, I left the education field to pursue my dream of becoming a Park Ranger.
With the principles that I learned from Sarah Lee Beaven, I’ve been able to continually set clear and attainable goals related to my career, education, family, health, recreation, spirituality and even finances. Thank you, Lee, you’ve been a major influence in my life!!! I’m sure, Chris will say the same!!!"
~ F. T. Matthies, Retired Park Ranger, U.S. Army Corps of Engineers, VA. Beach, VA