Grant Thornton
What is your organization’s philosophy of customer service?
For more than 85 years, Grant Thornton’s service philosophy has been providing personalized attention and delivering the highest quality service through hands-on involvement by our partners and managers to our public and private clients in more than 100 countries. Grant Thornton has a reputation for integrity, objectivity and professional excellence, which is built on solid relationships with our clients.
How do you go above and beyond?
As part of the relationship with Grant Thornton, our clients are asked about their experiences. The service quality measurement process, led by an independent third party, assesses our clients’ satisfaction and loyalty. We annually send a brief survey to our clients, asking key contacts to evaluate our performance and their overall service experience. This feedback enables us to: tailor future service delivery to their preferences and priorities; increase efficiency and value; understand what we are doing well and how to improve; resolve any issues; and strengthen our relationships within their organization.
Grant Thornton’s overall client satisfaction rating in this program consistently exceeds 8.5 (0-10 scale) — the benchmark for world-class service. While ratings are important as an objective metric, developing open, trusted relationships is what matters most to us. How to reach: Grant Thornton, www.grantthornton.com
SummaCare
How does your organization make customer service a competitive advantage and price less relevant?
Our customers care about far more than price as they are focused on the value we bring them through our provision of exceptional, personalized customer service while focusing on their health at times when they need us to care the most. We provide them access to the best care possible through our broad network of providers and educate them on what their options are so they can be in control of their health care decisions.
How have you created a culture of customer service in your organization?
A culture of service and quality permeates our organization. Our president speaks at every new employee orientation, emphasizing the importance of service and employees’ contribution to our success. We focus on the ‘moments of truth,’ which are those interactions between a customer and a product, service or employee that results in the customer forming or changing an impression about our company. In addition, every employee is trained in MAGIC, which stands for ‘Make a Great Impression on the Customer.’ MAGIC is a philosophy and training tool. It creates a culture of service and provides a positive and memorable customer experience. We have also embraced the lean methodology to improve efficiency and eliminate waste in an effort to better serve our customers. How to reach: SummaCare, www.summacare.com
Executive Caterers
What is your organization’s philosophy of customer service?
Executive Caterers believes that customer service is not a part of our business; it is our business.
For example, there was a young couple that had selected Landerhaven for their wedding reception. It was originally scheduled for the following summer so that they could enjoy the beautiful outdoor patio. Unfortunately, the mother of the groom became seriously ill, and there was concern that she may not survive until June, so we worked with the couple to bring the wedding date forward to January.
Things went according to plan, but sadly, a few days before the wedding, her illness took a turn for the worse and she was taken to the hospital and could not attend the celebration.
Landerhaven sent a maitre d’ in a tuxedo, with a complete dinner, which he served her in her hospital bed. In addition, Landerhaven, in conjunction with the Cleveland Clinic, set up a camera in the ballroom, which transmitted images of the wedding celebration directly to her hospital room, so that she could share in the joy of her son’s special day.
How do you attract and retain employees who embody your organization’s belief of customer service?
Many of our employees have been guests prior to being hired by Executive Caterers. They have told us many times that the way they were treated as guests motivated them to seek employment with our company. Retaining employees who live our customer service goals are very important to us. We have the pleasure of working with some staff members for more than 40 years. Our ‘Super Star’ program is a great example of rewarding our customer service superstars. The Super Star program is based upon peer-submitted examples of great customer service that they have witnessed take place. A winner is chosen and rewarded monthly.
How does your organization make customer service a competitive advantage and price less relevant?
Every event we are involved with includes a long list of value-added benefits to our clients. These benefits all add additional levels of customer service that separate us from our competition. How to reach: Executive Caterers of Landerhaven, www.executivecaterers.com
Bountiful Baskets
What is your organization’s philosophy of customer service?
Bountiful Baskets believes that before any service is provided, the client deserves the combination of a smiling face, a warm attitude and attuned ears. We make great efforts to listen to potential clients — to find out all we can about who they are, what their vision is in coming to us and who their audience is, whether event attendees or gift recipients. Throughout the project, our creative talents can further flourish because of our on-the-go adaptability. We give the client more than just a collection of quality products. Bountiful Baskets provides creative ideas, top-notch presentation and a high level of value. Our goal is not to simply be a service provider but rather a partner in the success of their project, no matter the size. Their success is ours and vice versa.
How have you created a culture of customer service in your organization?
Our reputation is a more valuable asset than the combined inventory from each sector of Bountiful Baskets, so every action on every level must seek to increase its value. Our work team associates know the ever-watchful eye is upon them, and they produce consistently. The result is a perpetual cycle of dividends being reinvested in our company. The happier we make clients with the experience of working with us, the more clients we have. The more clients we have means the more business we have. The more business we have means more income that we can devote to building the business, the more associates we can weave into our work team and the more we can market our success. How to reach: Bountiful Baskets, (216) 551-3358 or www.DBsBountifulBaskets.com
Hughie’s Audio-Visual & Computer
How have you created a culture of customer service in your organization?
We constantly stress to our employees the need to always be attentive to our customers’ needs, to treat them with respect and to provide them with the necessary contact information to reach a technician or a member of our management team within a moment’s notice.
How do you attract and retain employees who embody your organization’s belief of customer service?
We are able to attract and retain employees by continuing to ‘practice what we preach’ when it comes to customer service. As we continue to create a good customer service atmosphere, prospective employees knock on our door because they’ve heard great things about the company and wish to be part of a world-class organization. How to reach: Hughie’s Audio-Visual & Computer, (216) 361-4600 or www.hughies.com
