Care More Than the Competition: Building a Service-First Culture

1. Care More Than the
Competition: Building a
Service-First Culture
Bobby Jenkins, Owner
ABC Home & Commercial Services

2. Service Starts At The Top
How we treat our employees is how they will treat our customers
Happy employees = Happy customers

3. ABC’s Purpose
Mission Statement & Purpose:
To enhance the quality of life of our customers by making their environment
healthier, safer, more comfortable and more enjoyable.

4. At The Core
Core Values & Behaviors
● ABC's core values are built around Growth
● Core behaviors with each other, customers,
community
● Weekly videos reinforcing core behaviors

5. ABC’s Core Behaviors
Behaviors with our Customers
● Treat customer’s property with respect
● Be punctual
● Always make a great first impression
● Educate your customers
● Practice active listening
● Be empathetic
● Build long-term relationships with
customers
● Communicate with courtesy
● Always exceed expectations
● Respect our team in front of the
customer
● Always maintain a professional image
● Take extreme ownership of customer
● Smile, be friendly, have a can-do
attitude
● Always say thank you to customers
Behaviors in the Community
● Practice safe and courtesy driving
● Perform random acts of kindness
● Support community causes
● Be environmentally responsible
● Proudly represent the Brand
● Treat everybody like a customer
● Educate communities and schools
Behaviors with Each Other
● Be approachable with each other
● Have a sense of humor
● Be positive with each other
● Treat each other like customers
● Congratulate, motive, and encourage
each other
● Be open-minded, embrace change
● Welcome/encourage feedback
● Always do the right thing
● Find opportunities to get to know
peers
● Be supportive in times of need
● Take extreme ownership/show pride
in work
● Practice clear communication
● Treat each other with respect

6. From The Start
Day 1
● Orientation
● Anteater Buddy System
Building Long Term Relationships
● With customers - lifetime value of
customer
● With employees - cost of turnover
● Stability of company and
management team
Managers Role
● To serve his team
● Help them get better

7. Support Provided In The Field
QA, Advancement Opportunities, & Pay

8. Field Support
Quality Assurance Dept
● Make physical inspections - expect
what inspect
● Ride alongs
Advancement Program / Training
● Levels
● Compensation
● Customer service and
communication skills
Commission Pay
● Do it right the first time

9. Ownership Thinking
& Dashboard
● Annual meetings
● Monthly meeting
○ Financial numbers
○ Gain / Loss report
○ Net Promoter Score
■ location, service, tech
■ Bonus structure

10. Profitability &
Profit Sharing
Retention, Retention, Retention!

11. Be Easy To Do Business With
Virtual Service
● Text on way
● Service results
● Customer survey
Lead Line
● Additional ways we can be of service

12. Service to the
Community
● Giving Back
● Company’s position on philanthropy:
Lead by example

13. Takeaways
● Focus on “happy employees”
● Transform your core values into behaviors
● Prioritize relationships and support of your team
● Consider Ownership Thinking/openbook management
● Make your company easy to do business with
● Prioritize community involvement