UR Gadget Doctors Core Values
What’s truly important to us as an organization!
The following list of our core values reflects what is truly important to us as an organization. These are not values that change from time to time, situation to situation or person to person, but rather they are the underpinning of our company culture.
1. Clients First
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 Clients First:
Honesty – How can we put clients first if we are not truthful with them?
Competence – Putting our Clients First requires us to not only know what we’re doing but to know how to do it better than anyone else.
Caring – Every conversation, every day, with every client about their specific needs, not ours.
2. A Complaint is a Gift!
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 gold mine of information.
There is no cost of pleasing a customer, only the value of doing so.
3. Manage Client Expectations, not tickets
We do not wait for complaints to come in the door. We will try to anticipate the needs and problems of clients and to set realistic expectations through client education and communication strategies. We will use client feedback to understand client expectations and needs.
- Client education is key to managing client expectations.
- Know how to say no.
- Exceeding client expectations for clients who have problems improves loyalty.
- Make it easy to complain.
- Understand what clients want.
- Maintain a one-on-one relationship with clients
4. Pursue Growth Through Learning
The technology market is moving faster and faster with every passing day. We want to provide our clients 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.
5. Today not Tomorrow (TNT)
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.
6. Be Humble
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.
7. Strive every day to create and deliver “Best Practices”
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 clients every day.