Insanely Great Year

Our Firm
Our Brand
2/8/06
Wendy Allen
Kathy Morris

*Know It
*Incorporate our company's brand in ALL training classes,
especially "New Hire Orientation" & "Customer Service" (this power point
presentation could be used)
*Add a section in the RMPI that would require all employees to
recite the "Mission"
*Every team meeting agenda would include the Brand- "10 Ways To
Be A Winner" and "Mission" to be recited. Additionally, team members
would be asked to give examples of how they provided "uncompromising
service" the previous week.

*Believe It
*Train on-site employee's in solving site-to-corporate level
complaints (i.e. The PAO would send out a blast of any real time
complaints. Employees would then share their ideas of how they would
fix or prevent the issue from happening again by using the theme of
"Uncompromising Service", they would send in their ideas.) Rewards
would be given for top ideas.
*All correspondences to include our brand: "America's Choice for
Apartment Living" (e-mail signatures, resident letters, etc)
*Incorporating our brand philosophy to the employee evaluation
and set goals accordingly.

*Do It
*"Secret Service": Employees would be asked to participate in a
month long program where they would provide "uncompromising service" to
team mates without them knowing!
*All managers would create contests or games that could be
played during team meetings (i.e. Equity Survivor, EQR Monopoly, etc)
*Play the "10 Ways To Be A Winner" Memory game or the Customer
Service game, also during team meetings.

*Live It
*Recognize a "Brand Crusader" of the month (Manager would submit
to RM weekly examples of employees providing "uncompromising service";
this process is already being done in Mike's weekly conference call to
managers. The RM would chose a winner.
*A section in the "Portland Rocks Newsletter" would be
designated to spot-light individual or teams that exemplify providing
"Uncompromising Service"
*A day of the month would be designated "Brand Day" in which all
employees would be "living the brand" literally by getting to wear a
"Brand tee-shirt" and jeans (casual day; alternating Friday's). This
would be an opportunity to tell our customers why we feel we provide
"Uncompromising Service".

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// posted by Insanely Great Year @ 11:21 AM