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News & Announcements
9/14/2010 | Values reflect BLJC team members’ conduct
Which came first – BLJC’s recently announced values of integrity, customer satisfaction, employee engagement, innovation and sustainability, or living them?
Based on his experience and interaction with team members, BLJC-WSI maintenance team leader Norm Almack suggests the values were largely ingrained.
“I think a lot of us were already living and working towards these values,” he says.
“Without even seeing that these were new values, I think a lot of us handle our day-to-day working life like this. We want to be engaged, we want to be honest, we want to satisfy the client, and a lot of guys want to do things better and they’re looking for ways to do that.”
Almack notes that sustainability is also championed, with technicians on his team, for example, “passionate about saving energy” and developing more energy-efficient systems.
Of the values, integrity is the cornerstone and meshes with customer satisfaction, which resonates most strongly with Almack.
Being honest, fair and transparent – all elements of integrity – is key in his position. In a lot of cases, he says, he “is the face of the company” as he communicates daily with clients.
In many cases, he adds, it’s the simpler things that solidify the strong working relationship.
“When you return phone calls and e-mails in a timely fashion (and) give honest answers and be transparent, that I think goes a long way towards customer satisfaction.
“We’re in the customer service business and if we don’t satisfy the client, we won’t be in the customer service business for very long,” Almack says.
In terms of opportunities, Almack says BLJC’s action-based reputation as a company that is honest and transparent and meets clients’ needs can lead to new business. These qualities can also generate connections through word of mouth.
Championing sustainability through BLJC’s strong environmental policies and practices also shows prospective clients “that we’re trying to do the right thing,” Almack says.
As for reinforcing the values, Almack says they “speak to what we have to do.”
“We have to be honest and transparent, and fair. If we do that hopefully the customer will find some satisfaction in what we’re doing. If we can engage our team and our team members in what we’re doing and foster that environment, then I think it makes for a better place for us all to work.”
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