Good is not enough for Staffing Solutions Enterprises.
So six years ago, the company reviewed its customer service philosophies and made a commitment to surpass expectations, offering a “WOW Experience” with every client interaction.
Founder and CEO Carmella Calta corralled employees under a set of service standards. Now, to keep that commitment fresh as the company celebrates its 35th anniversary, plaques in employees’ offices ask if they created a WOW Experience today.
The commitment starts with Calta, who is involved in service objectives daily. She even created a C-level position focused on clients: chief customer officer.
But Calta empowers other employees, too. She explains the company’s mission, vision and WOW culture to new hires over lunch. They also learn the WOW standards from the CCO and are cross-trained on all of the customer service offerings so they can personally respond to customers’ needs from start to finish.
Each client is assigned to a customer experience manager, who can grant monetary credit and provide complimentary services without upper-management approval.
Staffing Solutions Enterprises is both high-tech and high-touch. The company thanks VIP clients for their business with flower bouquets on the first day of spring, edible fruit arrangements in the summer, hand-delivered candy trays and cards during holidays, and catered breakfasts to recognize achievements throughout the year.
Employees can nominate each other for weekly internal WOW awards as a way to recognize exceptional customer service.
To check its efforts externally, the company conducts semiannual customer satisfaction surveys. Calta and her staff aim high, measuring themselves on an above-average scale, and for the past four years, they’ve achieved it.
How to reach: Staffing Solutions Enterprises, (440) 461-1652 or www.staffingsolutionsent.com
