We are a service organization. Our clients come to us because they need our help. They can be un-nerved, angry, and frustrated. It is our responsibility to help them. That’s why they come here. We have 3 rules to Client First:
We actively encourage customer complaints. We will market our complaint system thru consumer service cards, after service surveys, and offer a discount to encourage feedback.
Complaints are a goldmine of information.
There is no cost of pleasing a customer, only the value of doing so.
The technology market is moving faster and faster with every passing day. We want to provide our customers with the best information and experience possible therefore we cannot just teach and not learn..
If you have been here for more than a couple of months it should be clear that we are growing. We are growing because the market and technology changes every day. We are growing because we are learning to fix new products and provide better service. As we take on and conquer these new challenges, we will face even more new challenges because we’re growing. It’s an endless cycle, and it’s a good thing: it’s the only way for a company to survive. But it can also feel risky, stressful, and confusing at times.
It may seem like we don’t know what we’re doing. And it’s true: we don’t. That’s a bit scary, but you can take comfort in knowing that nobody else knows how to do what we’re doing either. Sure, people have done parts of what we do before, but what we’ve learned over the years is that the devil is in the details. And that’s where we’re breaking new ground.
We are becoming the experts as we do this. That takes reading, studying, researching, trial and error. We never fail, we just learn how not to do something. We try, we adapt, and we figure new things out. And for anyone we bring on board they need to be able to adapt and help figure things out.
We must never lose our sense of urgency in making improvements. We must never settle for “good enough” because good is the enemy of great. While our goal is to become a great company, we also want to become the greatest service company in the world. We set and exceed our own high standards, constantly raising the bar for competitors and for ourselves.
We believe that no matter what happens we should always be respectful of everyone.
While we celebrate our individual and team successes, we are not arrogant nor do we treat others differently from how we would want to be treated. Instead, we carry ourselves with a quiet confidence because we believe that, in the long run, our character will speak for itself.
We believe that as we invent our way through repairing new technology, the process and or item we repair has to be documented so that the attention to detail gets the proper attention. By developing new Best Practices we can all be on the same page, repair items the same way, over and over again. This process is critical in providing the same quality of work to our customer’s every day.
