The Importance of the Individual

We need all employees to act as if they are the owners of the company putting customer service and satisfaction first! Each and every employee has a potentially significant impact on a companys performance. Our technicians are the ones who actually solve a customer problem. How they interact with the customer, perform their work both safely and effectively, and remain alert for follow-up service opportunities is absolutely critical to our success, even though they are listed at the bottom of our organizational chart. In our company, there are many success stories in which the extraordinary efforts or contributions of just one or a few employees really made a differencesituations in which people solved a difficult problem or provided customer service that far exceeded the norm. We celebrate and publicize these stories throughout our company, reinforcing the notion that every individual can make a big difference to the overall success of our company.

The opportunity to make a great contribution is not limited to our front- line service personnel. Support staffs, such as our finance department, also have internal customers that they need to serve in an outstanding way. Without timely financial information, we may miss opportunities to improve our performance.

I strongly believe that company performance excellence is the result of organization-wide clear focus on the key performance levers of the business combined with great effort and attitude. Senior managers can instill both the proper focus and strong employee pride and involvement through ongoing communication and by maintaining the proper respect for all employees.