This guest article is brought to you by Dina Dwyer-Owens, who is Keynoting the 2018 Customer Service Revolution.
A little over 20 years ago Dwyer Group implemented its operationalized Code of Values, making sure each value was clearly defined. Live R.I.C.H — Respect, Integrity, Customer focus and Having fun in the process — guide our business decisions. We strive to keep these values front and center every day and encourage everyone in the company, from the leadership team to our franchisees on the front lines, to know and embrace these values.
Fast forward to 2018 and with the most recent news that Harvest Partners has acquired Dwyer Group to grow an organization with $1.7 billion in annual system-wide sales to the next level, it’s clear that values create value. However, how do we continue to ensure that our values stay front and center with that exponential growth?
We make values a healthy habit — something that is done day in and day out from the top down within our organization. I liken it to flossing your teeth. It takes a little more time, requires a little more commitment beyond brushing teeth, but forgoing it could one day lead to gum disease and then eventually disease that can spread to other parts of the body.
*Related Dina Dwyer-Owens, who is Keynoting the 2018 Customer Service Revolution.
How many times has your dentist reminded you about the importance of flossing? We know it’s something we should do, and yet, many of us still don’t make time for it. Then when that first issue arises on that next dental visit, we’re sorry that we didn’t listen and put in the effort.
Well, the same is true for a business that puts values into action and makes it a healthy habit. While it’s an easy thing to skip as things get busy, putting in the effort now will reap benefits down the line.
In order to keep our values front and center at Dwyer Group, we start every meeting of three or more, from board meetings on, by reviewing the values. Sometimes we review one value statement and other times all 15 values. We urge franchisees to review the values at their weekly meetings and to have a daily focus on a value or a story about an employee who lived up to a value. We also encourage our associates to learn the values by heart with heart, to make them a way of life.
We are not a perfect company. But we know that a company that strives to live and lead with values will always outperform others who put ethics on the back burner. And that’s a healthy way to live.