We are absolutely convinced that having happy staff goes a long way towards creating happy customers, and having a great company culture is key to executing business plans. So if you are lucky to have both that’s a huge commercial advantage in our opinion. The hard bit is creating those happy staff and that great culture because it doesn’t happen by itself. But if you can then you are well on your way to having happy customers.
How do we do it ?
The backbone of our culture is the value of fairness. When making decisions we base them on the trio of being fair to our customers, fair to our staff and fair to the company. Sometimes this is hard to do but we normally find a way. As well as being fair we have systems in place to quality check, and we continually train, train and train. This level of training gives our staff the confidence to do a great job which in turn creates happy customers.
Just this morning we had a customer call in to say that one of our techs was “a very personable, respectful young man who also identified another pest issue that I had no idea about.” It is these qualities of diligence, respect and expertise which creates happy customers.
We also feed back to staff on an individual basis at least 8 times a year and have regular staff meetings where everyone gets together. We confront poor performance immediately. Most importantly we take every opportunity to get people together to celebrate.
Every year in May we hold our AGM. All 50 staff attend and it’s a lot of fun with different presenters, games, competitions and prizes. The service teams in particular have multiple awards so that techs feel like there is more than one opportunity to be recognised for their work. Afterwards we go out for a beer and some food to celebrate the years achievements. And of course have a laugh about the night’s events the following Monday morning.