Good Morning Stewart Family,
In this day, June 6th in 1944 the Allied powers crossed the English Channel and landed on the beaches of Normandy, France. This day that happened 73 years ago is more commonly known as D-Day. The morning prior General Dwight D. Eisenhower ordered 6,000 landing crafts, ships, and other vessels carrying 176,000 troops which culminated in the largest amphibious military operation in history. By the end of the day on June 6th 1944, 155,000 allied troops had successfully stormed Normandy’s beaches was the beginning of the liberalization from Nazi control in World War II. So as we think about what these heroes experienced storming that beach, let’s think about our customer’s experiences as well.
This week I would like to talk about delivering a positive customer experience. Now, some of you may have noticed that we are now posting the leaderboards of the drivers and helpers who have the top customer survey scores (CSS). The tables are displayed in each of our locations and will showcase the top 20 performers in the entire company, as well as the top 5 in each location. These tables will be updated weekly and allow us to see who the best movers are.
The best way to improve your standings on the CSS leaderboards is to really focus on first impression and last impression. Showing up in uniform, having a positive attitude, and starting the day placing lots of floor protection down will act as a statement of the quality of service the customer is about to receive. The last impression is created after you leave. Did you leave the house a mess, were the labels readable for the customer, was everything put together and unpacked? Doing these little things will not only help your scores, they will help you generate additional gratuity.
So be sure that you start each job with positive first & last impressions and show everyone who the top promovers really are.
Cheers,
Robert Wright
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