October 2018

A MESSAGE FROM JERRY

Leaders,

This month we will be looking closely at the Delta Core Value – “We Take Care of Our Customers.”

Before diving into this core value, and what it means to Delta, I want first to identify “Our Customers”. I believe, “Our Customers” are:

1. Individuals or Organizations with whom we are contracted to provide goods and services 2. Individuals within our Organization with whom we provide information, support, and leadership. For Example: A Designer is expected to provide quality documents to the Field Technician for installation. The Field Technician is then responsible for submitting that paperwork to an Administrator. The Branch Leader strives to meet the needs of those they lead. 3. Individuals, Groups, or Organizations with whom we encounter while representing Delta Fire Systems. For Example: Driving in a company vehicle we encounter other drivers and pedestrians; Working on a jobsite we encounter other subcontractors and vendors; Eating out with our family while wearing Delta Fire apparel, we encounter other people “There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money elsewhere.” – Sam Walton

Honestly, I think this value is the simplest to understand, yet the one we seem to struggle with the most.

At Delta Fire Systems, “Taking Care of Our Customers” means delivering on our promises with care, commitment, dedication, and dependability.

• Finding out “what matters most” to our customers and delivering it. • Doing what we say we will do o How we say we will do it o When we say we will do it o For the price agreed upon • Throwing in a little extra to show our appreciation • Doing what’s right even if it hurts • Our focus can often be inward instead of outward o “I don’t feel like it” o “I don’t have time” o “It’s someone else’s job” o “Why should I?” o “They don’t get me what I need!” o “They don’t appreciate it” • We do not take the time to understand what our customer needs • We forget that we are driving a company vehicle • We forget that we are wearing company gear

That seems easy enough, right? So why is it seemingly a struggle for us? I believe we struggle with this value for many reasons:

How do we measure success when it comes to living this value, “We Take Care of our Customers” ? Success is measured when our customer walks away thinking, “Wow, I love doing business with Delta Fire Systems. I want to maintain a lasting relationship, and I want to tell others about the experience”. So, the next time you are interacting with a customer, take a minute to ask yourself, “Am I doing all that I can to serve this customer best? How can I serve them better?”

Jerry

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