Customer loyalty is achieved by exceeding customers’ expectations. That is the cornerstone of
our business, and the foundation of all we do. It is our pleasure to serve thousands of customers
each day, including colleagues, residents, investment partners, financial service providers,
vendors and countless others. As we grow, our motivation stands resolutely on enriching the
experience each person has with our company. No matter the objective of our customer, our goal is to
develop and maintain a mutually beneficial relationship.
So, how does a rapidly growing organization stay attentive to their customers’ needs? How do
they not only maintain good customer service, but continue to surpass their expectations?
We believed we were fulfilling our customers’ needs until a member of our executive team stepped
forward with some research and fresh insight. Our owners valued this new discovery and asked the
executive management team to brainstorm solutions. The result was a new mission adopted by our
colleagues to exceed customer expectations by providing “+1” service. This involved first identifying
our customers’ expectations, achieving those expectations, and then providing something further
to exceed them.
This new initiative, called “Sterling 925,” drives our company culture. Why 925? Well, that is
the atomic weight of sterling silver, and we are nothing less than Sterling! This initiative will
continue to evolve as Sterling does. Customers will always be the heart of our business, and our
charge is to embrace the challenge of finding new ways to provide “Sterling Service” and exceed their
expectations into the future.
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