Deliver Legendary Client Service
At IE, our goal is to go far beyond having "satisfied" clients. We want raving fans who love to tell stories about things we have done for them. Be willing to do whatever it takes to accomplish the job plus a little bit more. Take the next step to solve the problem, even if it takes doing something that is not in your job description, it's the extra mile that separates the superstar from the average person. Be a superstar.
Create a Tone of Friendliness and Warmth
Every conversation, phone call, e-mail, letter, and even voicemail, sets a tone and creates a feeling. Pay attention to every interaction and be sure you're setting a tone of friendliness, warmth and helpfulness.Every one of these interactions is an opportunity to create the right feeling- If we're paying attention to it.
Be Passionate About Response TIme
People expect us to respond to their questions and concerns quickly, whether it's in person, on the phone, or by email. This includes simply acknowledging that we're on it, as well as keeping those involved continuously updated on the status of outstanding. Being "fanatic" about response time means three different, but related things: - We get back to people quickly. -Acknowledge receipt and that we are on top of it, and -Keep others "in loop" or updated about the status of their issues.
Practice Blameless Problem-Solving
Apply your creativity, spirit, and enthusiasm to developing solutions, rather than point fingers and dwelling on problems. Identify lessons learned and use those lessons to improve so we don't make the same mistake again. Get smarter with every mistake. Learn from every experience.
Get Clear Expectations
Create clarity and avoid misunderstanding by discussing expectations upfront. Establish mutually understood objectives and deadlines for all projects, issues, and commitments. Where appropriate, confirm your communication by asking others to repeat back their understanding to ensure total clarity and agreement.
Enhance the clarity of the conversation by active listening. Active listening is more than simply "not speaking." It is being present and engaged. Quiet the noise in your head and let go of the need to agree or disagree. Create space for team members to express themselves without judgement. Listen with care and with empathy.
Create Win/Win Solutions
It's a 2-way street. Learn to think from others' perspective. Discover what they need and find a way to help them meet those needs while also fulfilling your own. Win-win solutions are always more effective and longer lasting than win/lose solutions. It's what helps us to build the kinds of relationships that drives our success.
Pay Attention to the Details
From the spelling of a client's name to specific language of their Fundamentals, from the wording on a survey to all communications...details matter. Be a fanatic about accuracy and precision. Double check your work. Get the details right. We need to "slow down to speed up." In other words, taking the time to make sure all the details are right may cost us time up front. However, it actually speeds up the process because we eliminate all the wasted time, money and effort that's frequently associated with rework or fixing mistakes that could have been avoided.
If you See Something, DO Something
We all are doing what is right for the company, for our coworkers. for our clients and for ourselves. During our daily work, we all need to participate to make our work environment the best that it can be. Whenever you see something that can use some improvement, please do something. You can email, place a note in the Suggestion Box, or better yet, visit one of the company officers and shed some light on the situation that needs attention. We all will benefit from your participation including yourself.
Willing to Sweep the Floor
We take team work to a different level. We will do what it takes to deliver quality, professional products TIMELY and with a big smile. Each one of us is a dedicated member of the company and teamwork. Each one of us is willing to sweep the floor, if that is what is needed to get the job done.
Culture of Discipline
At IE, we are passionate about discipline. We strive to incorporate discipline in our lives, both at work and outside work. Each one of us is practicing daily to create the following traits that separate us from others: -Disciplined People. -Disciplined Thinking. -Discipline Action.