Our Business Principles
World-Class Customer Service
Because great service requires an exceptional commitment from everyone, Smart City Networks has worked with The Ritz-Carlton Learning Institute to develop our own Customer Service Excellence Program.
Smart City Top 10 Business Principles
Our core values are summed up in 10 invaluable principles. These building blocks for success have become the framework from which we make all of our decisions:
- Integrity without Compromise. Having integrity means more to us than simply the absence of deception. It means that we are completely forthright in all our dealings. We say what needs to be said, not simply what people want to hear.
- Do Right By All Our Customers. Doing right means acting with the best interest of the other party in mind. An important word in this phrase is “All” – it includes every relationship. We treat each other, our business partners, and our vendors with the same care and respect with which we treat our customers.
- It’s the People. We have great people who want to do well, who are capable of doing great things, and who come to work fired up to achieve them. Great people flourish in an environment that liberates and amplifies their energy.
- Seek the Best. We seek the best in two ways: We cast wide nets to find the best people to hire and the best ideas to adopt, and we base decisions regarding them on facts. We acknowledge, appreciate, and capitalize on our diverse work force.
- Continually Improve Processes. How do we know if a process needs improving? The answer: It always does. We can always get better. We strive continually to improve our processes, help people do their jobs better, and produce higher quality at lower cost.
- Speak, Listen and Respond. Managers at Smart City Networks have a responsibility to create an environment that encourages people to speak openly, knowing that they will be listened to when they do. Listening, however, is only a first step. We also need to respond, if not through direct action then through acknowledgement and feedback.
- Teams Work. Teamwork means focusing on the team’s success, realizing that ultimately the team’s success is your success. It also means that you succeed by helping other members of the team to succeed.
- Customers Define Quality. Part of adapting to changing customer needs and desires is knowing what our customers want. Smart City Networks has succeeded, in part, because we actively solicit input from our customers.
- Think Fast, Move Fast. Customers want the benefit from our great ideas sooner, not later. Moving fast enables us to learn and to make better decisions over time – because the best learning comes from trying out more things in the real world.
- We Care and Give Back. We believe that with our success comes the responsibility to give back to our communities. We seek to contribute to our communities in ways that reflect broadly held values, have meaningful impact, draw on our unique strengths as a company, and whenever possible reinforce our business objectives.
Smart City Daily Basics
The Daily Basics are 20 principles that address our Smart City Top 10 Business Principles through functional methods:
- All team members will know our Credo and our 10 Business Principles.
- Our motto is: “In a hectic world we provide peace of mind.”
- “You don’t get a second chance to form a first impression.” Customers form opinions of us quickly. Be sure that your appearance lets them form a positive one. Appropriate dress and grooming are mandatory for all team members. Make it a goal to “dress smart” and “look smart.”
- We will be completely forthright, honest, and professional in all our interactions. Be sure to treat others as you would like to be treated. “A promise made is a promise kept.”
- No team member is allowed to accept gratuities from any customer at any time. Smile and thank them for the gesture.
- “Get things right the first time.” Strive for zero defects in our work.
- Team members will know their roles during emergency situations and be aware of fire and life safety response processes. Report equipment that has failed or is in need of repair to your supervisor. Make sure it gets replaced or fixed.
- Seek opportunities to instantly recognize a job well done by your fellow team members. A sincere “pat on the back” goes a long way.
- Be an ambassador of our company in and outside of the work place. Project a positive attitude about our company to attract and retain the people and ideas we need to support our growth.
- Open communication is crucial to our success. Be approachable, welcome suggestions, and accept feedback from all levels. Remember that feedback is the breakfast of champions.
- All team members are encouraged to explore new and creative ways to enhance and deliver our services. Ideas will be acknowledged and responded to quickly by the person receiving the idea.
- Team members will recognize their membership in several teams and will actively participate in the team’s collective success.
- Listen. Empathize. Ask. Produce. (LEAP) Team members will continually solicit input from customers. Customer concerns, needs, and desires will be communicated using the Client Survey form.
- Any team member receiving a customer complaint “owns” the complaint. Resolution is the owner’s responsibility. If another team member’s assistance is needed to resolve the complaint, be sure they acknowledge their ownership as well.
- Timely resolution of customer complaints is the goal of every team member. Follow-up with the customer to ensure the complaint was addressed to their satisfaction.
- Our customers expect perfection. Look for ways to delight our customers.
- “Smile! The world is watching.” Always maintain positive eye contact. Use the customer’s name and a pleasant vocabulary. Practice using phrases like – “Good morning,” “Certainly,” “I’ll be happy to,” and “My pleasure.”
- Be knowledgeable of our facility and the activities happening there. Be able to give directions, show hours, and other important information.
- Use proper telephone etiquette. Answer the phone within three rings and let the customer “hear you smile.” Avoid transferring the customer more than once and ask the customer if you may place them on hold.
- All team members needing immediate assistance in handling dissatisfied customers or a service outage will identify the urgency of the situation by asking for assistance by that team member and “Mr. Wolf.” (Be sure not to cry “Wolf” too often.)
Every day, in each of our offices throughout the nation, every team member meets in a 15-minute session, where we review and affirm our basic principles of customer service, and discuss one of Daily Basics.
By taking these extra steps, we ensure you receive the highest level of service from every member of the Smart City team.