BE EXPERT in your field - We master our craft and constantly improve - We train hardfactory training/certification is required - We fix the system, not the symptom
BE NICE - We go BIGBegin in Gratitude - We follow the 20-foot rule - We say please, thank you, and you’re welcome - We lead and never point directions - We give living room treatment especially to our teammates and their families - We communicate call/email/text people back
DO THE RIGHT THING without respect to profit - We give customers and others the benefit of the doubt we put ourselves in their shoes and feel their inconvenience - We don’t let profit or loss determine how we care for a customer - We don’t let outsiders (like manufacturers and banks) determine how we treat OUR customers - We fix problems quickly, because that makes the happiest customers