He also affords them ample training to keep them abreast of their business, the industry, and the development of skills.
By treating his employees accordingly, Bryant is building a bond of trust with his workers. And it appears his employees are responding positively to this treatment. Morale is high, their sense of professionalism is excellent, and they are more amenable to learning and improving. His technicians come dressed in uniforms, are neat about their appearance, and have been trained to act courteously. If they feel professional, they act professional.
There are also some excellent information systems supporting his operation. This does not just include the usual administrative tools for managing finances and personnel, but inventory and scheduling are all tied together with an emphasis on customer service. After a service call, the customer is encouraged to do a simple evaluation, either on-line or through the mail. This data is compiled through Mister Sparky's corporate office and sent back down to the franchisees. Bryant can then see how he is doing in comparison to other Mister Sparky sites.
The company's obsession with customer service is of paramount importance. This, coupled with treating employees fairly and encouraging their participation is the real secret to the success of Dennis Bryant's Mister Sparky. "I don't believe in sweating the small stuff," he said, "I just want us to stay focused on what we do best, service."
Whereas many companies today have evolved into politically correct bureaucracies, where supervisors sit over workers with a whip and a chair, thereby resembling gulags, Bryant has done just the opposite; he treats his people like professionals, stresses simplicity, and remains focused on customer service.
Dennis Bryant and Mister Sparky are doing it right.
Keep the Faith!
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Copyright © 2013 by Tim Bryce. All rights reserved.
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