Mary Kennedy Thompson
speaker
748 appearances
2 recordings
1 series
first heard Oct 2014
last heard May 2018
Mary Kennedy Thompson’s voice in public audio — every appearance, attributed to the second.
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Appearances
Now what happens I've got a group of franchisees who believe and are drawn into those set of values and they're hiring and bringing people on who believe and are drawn to those set of values.
And that is how we interact with the customer with those set of values.
Do we get it right every day?
No.
I uh many a night I go to bed saying, I've gotta do this one better.
Uh we one of the ones that uh we joke about is one of our values of speaking calmly and respectfully without profanity or sarcasm.
And sometimes you gotta say, Okay, I gotta start all over again.
We actually as leaders we will tell people on our team, if you see me breaking a value, just beep me.
And and we'll we'll joke and say, Beep
And it's just a reminder that I'm g I'm going off that I'm going off where we really wanna be.
And so when you have those values and they're from the top down, they're from the bottom up and they're in everything we do, we don't have a meeting, we don't have a conversation that our values don't come up.
And so it gets very easy to make those decisions.
Whether it's my technician who's in somebody's home, uh one of our values is um continuously striving to maximize internal and external customer loyalty.
So my technician who's in the home says, you know, I want to maximize this loyalty.
What can I do to make the customer happier?
I'm gonna pick up this newspaper as I'm walking into toward their home and I'm gonna hand it to them or I'm gonna offer
to uh take the trash out for this lady as I head out because that will maximize the customer loyalty.
And I ask myself as the president, what can I do to maximize that customer loyalty with my franchisees?
How can I uh ensure that they're engaged and and and happy with where they are?
And so it's at every level.
Showing 461–480 of 748 · page 24 of 38
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