Words to live by

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:

OUR PROMISE

The 5 Customer (Guest) Wants:

  1. Quality in Every Detail
  2. Fast Response
  3. Solution to the Problem
  4. Personal Assistance
  5. 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?

Testimonials
“Lee, brings a unique perspective to coaching. In 30 minutes she inspired me to make significant changes in my life that positively changed the course of 2009! She thinks out of the box. Plus, she is so personable. A great experience!" ~ John Allen Mollenhauer, Founder, PerformanceLifestyle Solutions
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