When is the last time your company had a complete physical
We have all heard the expression, “Treat your customers like you would want to be treated.” What does this expression really mean?
The Foundation of Your Company.
When building a home, you begin with the foundation. When you build a company, you also begin with a solid foundation. This foundation includes; Customer Service, Reliable Quality Service, Productive Employees, Honesty and Integrity. These key elements will support your company-wide vision.
If you represent your company with a pyramid, ideally the customer would occupy the top tier. Your employees would be represented by the middle tier, and company owners would fill the bottom tier. You will then see the image of your company through the eyes of your customers. Are your customer service representatives courteous, knowledgeable and responsive? Are your technicians neatly dressed, prompt, honest and dedicated to quality work? Does your image leave the customer pleased with your service? Will they call you again? Perception is everything!
Building a Good Reputation for Your Company and Your Employees.
If your company has a reputation of being on time, doing the job right the first time and being honest … then your business will grow. With every incoming call, service call and installation your employees have an opportunity to improve your reputation. Make sure they share your vision. Develop a mission statement and post it at every desk and give a copy to each technician. Review the vision in company meetings. Print your mission statement on invoices, company literature and your letterhead. In this industry it is difficult to find quality technicians and dependable employees. If your company has a good reputation then quality employees will find you!
Having the Right Tools Will Make Your Employees More Productive.
The weakest area for most of us, believe it or not, are the basics. The basics include the tools we use to perform our daily jobs. When the phone rings, customer service should be responsive to the customer’s needs. If your customer service representatives have the latest technology to take the call and dispatch a technician with ease, the call will be a pleasant experience for your customer. If you take time to personally observe each department in your company, you will find many tasks that are performed manually. Manual jobs are often repetitive in nature and thus perfectly suited to automation. New technology can save time, improve productivity and streamline operations.OnePlus Information Management System has saved me a day of work each week. Linda, All American HVAC With this added time, employees will have more time to share the company’s vision and improve the company's reputation with each incoming call.
What do the test results say?
Now that your foundation is solid, you have established a mission, have up-to-date tools, we can read your company’s physical. A quality executive information system will give you a true assessment of your company. This information will better inform you about the weak areas in your company’s operations and help you determine where improvements should be made. Now isn’t that the point of a true physical?
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