Customer Service Representative
- Behave daily according to our Core Values:
- No Crew Left Behind: We are helpful to each other, even if it’s not our job. Someone else is having a hard time and needs an extra hand to finish out the day? No problem, we got you homie. We’re open to take on new tasks and work together as a team to knock out anything, even if it’s not part of your “regular” job.
- Own it: Mess up on the job? That’s ok, we all make mistakes! Take ownership in the mistake, acknowledge it happened, and participate in fixing the problem. Take ownership of our equipment by respecting it and taking care of it.
- Embrace the Suck: Let’s face it, we’re not always working in an air-conditioned office. The fact is, we work outside in rain, snow, and sunshine. We chose this job, so let’s have some fun with it! Splash in a puddle, throw a snowball, slap a smile on your face, and let’s finish the job together with a positive attitude (even when equipment breaks). Enjoy the ride.
- Don’t Be a D**k: This pretty much means what it says. We’re all about treating each other and our customers with respect, being responsible and having a sense of humor.
- No Lawn is as Good as a Summit Lawn: In everything you do, do it to the best of your ability. Work with excellence and pride and show the world that no one else does it as well as we do.
- Own these outcomes, as measured by hitting these Win the Week scores weekly.
|
Outcome |
Win the Week Score |
|
Solve customer issues |
<=10% issues transferred to Tier 2 |
|
Document customer interactions |
100% compliance with Document Customer Interactions Checklist (100% are in CRM) |
|
Escalate when appropriate |
90% of Tier 2 transfers rated appropriate by Tier 2 Lead |
|
Open and close customer accounts |
Customer churn <20% |
|
Generate sales leads |
>=100 CSR-qualified leads entered in CRM |
Explanation of This Approach
Core Values, Role Outcomes, Win the Week Scores—they’re all you need. The book Who by Geoff Smart simplified the traditional “job description” (a three-page, single-spaced wish list that didn’t even end on Page 3, because the final bullet point is always “other duties as assigned”) into a Job Scorecard. This tool simplifies things even further, and puts Core Values alignment as The Most Important Thing, where it belongs.
For more on Core Values, see:
Build Your Core Values Cake Before You Ice It
Give a Core Values Speech to Every Candidate
My thanks to Summit Lawns founder and CEO Ted Glaser for permission to use his Core Values in this example. You should totally R&D them.*
* R&D doesn’t stand for Research and Development, it stands for Rip off and Duplicate.
Executive Role Outcomes
Every seat on your Executive Team has a simple outcome.
|
Role |
Outcome |
|
Visionary |
Go after the next, next, next opportunity |
|
Integrator/Second in Command |
Execute with excellence on the current opportunity |
|
Marketing |
Drive leads to Sales |
|
Sales |
Close leads |
|
Operations |
Deliver the product or service profitably |
|
Finance |
Ensure we have ample cash to fund day-to-day operations and pursue opportunistic acquisitions of people and companies |
Why “executive team” and not “leadership team” or “management team”? Because you want people who want to make decisions that drive the outcomes they own. If you’re making all their decisions for them, they don’t own the outcomes—you do.
For more, see Level Up Your Executive Team and Assess Your Executive Team.
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