Nearly a year ago, right before we decided to do a major overhaul on our brand, I asked my employees to grade the company in several areas. These areas included our customer service, our systems and processes, our company culture, our ability to communicate to each other and the general level of happiness each of us had within the company. We all sat down and discussed it in thorough detail. Everybody’s voice was heard and nobody was shy about their feelings. It proved to be one of the most impactful things we’ve ever done as a team because it really helped us identify the things that were preventing us from getting to the “next level.” We lay everything out on the table and each of us made a commitment that we would do our part to ensure that the company would reach its goals.
This week, as I was cleaning out some files on my laptop, I came across the meeting recap, which I blasted out to my team shortly after the meeting was over. I figured I’d share it (the good half, anyways) to the viewers of this blog, because it gives some insight on what we consider to be important characteristics of 123JUNK. As far as the less positive portion of the scorecard… well, I think we’ll just keep that part our little secret.
The businesses objectives and mission are powerful, memorable and likeable. The company doesn’t exist simply to make money. We aspire to have a great reputation! We aim to impress people far beyond their expectations. We do right by charging a fair price for a far, far superior service. We are determined to separate ourselves from our competition in any way that makes our service more superior. We are relentless in honoring our commitment to keeping peoples belongings from going into the landfill.
We will continue to be a company that grows through testimonials, referrals and repeat business. We will continue to be a company that’s growth is based on customer service and its core values, rather than its cunning marketing strategies. We want people to reflect on their experience with us as one that was unexpected and one that will not be forgotten.
Accidents, miscommunication and unpleasant situations will occur, but we will handle them quickly and with integrity. We will experience the occasional rotten customer, but we will treat them with professionalism and humility. Our company culture is one that is continually improving. Our non-stop commitment to improvement is part of what makes us better than the others. We continue to create and improve our systems and processes to help systematically reinforce the company’s values.
We have adequate visibility and name recognition in the community. People generally have very positive things to say about us. We aspire to be the house-hold name in our industry for Northern Virginia and the Greater Washington DC Metro.
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