It seems in our business a maintenance client's satisfaction is dependent on two things: work quality and service. Most of the time disgruntled prospective clients tell me they're either dissatisfied with the quality of their existing maintenance provider, or their lack of communication or pro-activity. And to their defense, they're often times right!. Because our business is so cut throat, many of our competitors cannot afford to offer both quality and service. That is why one of our Core Values at Crawford is Ownership. Taking ownership effects both quality and service, and is rooted in the idea of always finding a way to do something (often times when everyone else folds). Check out this quote:
"Ninety-nine percent of all failures come from people who have a habit of making excuses." George Washington Carver
Taking ownership means you own 100% of all aspects of your job. It's doing what needs to be done because you expect it of yourself. It's driven by something deep inside of you that cannot be denied. It starts with developing a belief that you, as an individual, are accountable for the quality of your results, even when you’re working with others. Whatever sphere of influence you have on your work, you take 100% ownership of it and uphold the company's pledge of “Quality, Service and honoring our word.”
Those who take ownership don’t make excuses when they fall short or something goes wrong. They don't blame others. They know that the results they seek begin and end with themselves. Even when relying on another person or department to complete a task, they don’t relinquish their responsibility or ownership until the final outcome they seek is achieved. They believe it’s not acceptable to say, “well I sent a work order for so and so to fix it” or “I am waiting on so and so to get back to me.” Ownership-takers still view so and so getting the work done as their responsibility, and handing it off them does not mean the end of their involvement.
In closing I urge you to keep this idea in mind: “you are committed to your results.” Whatever results you achieve reflect your commitment to those results. In other words, there is a correlation between your results and your commitment and effort to achieve those results. To test this, ask yourself, “If I were given $1,000,000 to complete this task (whatever it is you need to complete), would I do it?” If the answer is "yes," then its achievable and you should be committed to achieving it. Period. Don't make excuses or stop pushing; find a way to get it done!
And that my friends is how we deliver both quality and service!