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Building a Culture that Delivers World-Class Service

Posted by: admin on Thursday, May 22, 2014
Jamie Haenggi Jamie Haenggi A recap of the May Sunrise Scrambler Chamber member Protection 1 embraces a two-word mission statement:  To Grow.  The company’s 2,500 employees at 75 branches clearly understand how to accomplish that mission. During today’s Sunrise Scrambler, Jamie Haenggi, Chief Marketing & Customer Experience Officer for Protection 1 Business & Home Security Systems, shared her company’s ambitious and successful journey towards improving their customer service.  The company’s new culture is a result of clear and consistent messaging about mission and objectives, an employee training program that actually starts during the interview process, and attracting employees who understand and embrace accountability. Haenggi shared a number of ideas with the audience about the importance of cross-training, setting measurable expectations, and constant education about the connection between the company’s measurable metrics and the customer experience. The company’s measurable metrics include dependability, average handling time, quality, attitude and experience. Identifying, discussing and overcoming the obstacles to meeting the goals for those metrics are all part of the coaching experience. Bringing a GREAT attitude to work every day is considered as important as meeting and exceeding measured goals. In fact, Haenggi says she tells employees that attitude can sometimes trump metrics, since a poor attitude inevitably affects the team’s performance. A Coaching Certification Program, readily available employee stats, and employee engagement programs have increased customer retention rates and earned Protection 1 numerous industry awards. The bottom line according to the company’s CEO, “If you take care of your customers, everything else will fall into place.” Understanding that engaged employees translates to satisfied custoemrs, Protection 1 places great value on their employees and the personal attention they provide customers. To learn more about their innovative investment in their employees and their customers, follow this link to an article in SDM magazine. Check this page for photos from today’s event, and visit our SlideShare account to see Jamie's full presentation. A special thanks to Jamie for sharing her time with us today and our sponsors Legacy Bank, Friends University and Davis-Moore for helping us bring this inspiring and educational presentation to our members. For more info on Jamie, connect with her on LinkedIn, follow her on Twitter, and check out this recent "A conversation with..." article from the Wichita Eagle. Reserve your space now at our next Sunrise Scrambler on June 18, when Dan Oblinger, Director of Training with the National Screening Bureau, will discuss how to “Listen Like a Negotiator.”


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