What does the J.M. CALLAHAN MISSION Mean? A mission is what you are trying to do each and every day. It is the end result of everything we do. Everything we do should create the result of �providing the most outstanding service experience�. This means that we� a. Completely eliminate any negative impressions (such as being late, leaving spots behind that could be removed, not shaving, etc.). There would be many examples of negative impressions. b. Do as many positive things on the jobsite that would be considered �outstanding� to the client. Especially unexpected things like bringing up the newspaper, or wearing shoe covers to demonstrate your care for his/her home or business. �Outstanding� means that it �stands out� from an �average� service. In other words, a company may come and clean the carpet, and do an okay job, but they don�t really do anything special. Being outstanding means that we made them feel special. A �service experience� goes beyond just clean carpet. A service experience starts with how the client feels when they pick up our company literature. It continues with how they feel when they talk to us on the telephone. It continues with how they feel when the crew arrives to the jobsite. And finally how they feel if they have any interaction with us after the job. How they feel is in our direct control. We can make them feel great by being outstanding, by being special, by being different than any other service company that has ever been in their home. Anyone can clean the carpet. Not everyone is willing to provide a total service experience. Many of the outstanding service items have been �built in� by the company. We call them �procedures�. We have established procedures that are proven to work together as a system that ensures our clients have the best experience ever with our company. Here are some examples of procedures that are built in that help us provide the most outstanding service experience� � We report to the office 1 hour ahead of the next job�s arrival time if we are going to be more than 15 minutes late to the next job � The office calls the client ahead of time so she can adjust her schedule � We wear clean uniforms that give a great impression. This gives our clients confidence in us. � We use good grooming habits such as being clean shaven EVERY DAY. We don�t wear excessive jewelry. We do this to build confidence that we are trustworthy. � We keep our vans and equipment clean, and in good working order. Clean equipment builds confidence. Dirty vehicles or equipment may cause the client to think we don�t care about their home. � We provide information that helps our clients avoid dishonest carpet cleaners. We also give them information that helps them care for their home. � We wear shoe covers in their home to show that we care about their carpet. � We bring up the paper if we are walking up the driveway. � We are careful around their furniture and around their yard. � We never tell a customer we are serving that we are late for our next job because that makes them feel like we are rushing their job. � We never share our personal or money problems with our clients. � We communicate with fellow employees on a professional level in order to fulfill the mission. We do all of this even when we don�t feel like it. Even if we are hot, tired, sick, cold, wet, or late. We do it even if we have family problems or financial problems. We never make excuses. They pay us more than other companies because we are willing to give them the total service experience. Does this mean that we shouldn�t do the best cleaning job? No. The best cleaning job is part of providing the most outstanding service experience. If we don�t do the best cleaning job, we have failed the client. A longer version of our mission statement might look like this� �To provide each and every client, each and every time, with the most outstanding, friendly, far out, who could ever believe, radical service experience possible even if we are hot, cold, tired, sick, bankrupt or dying! J.M. CALLAHAN has adopted a set of �values� that we live by. Values are �ways of thinking� that guide us in our decisions. These values help us accomplish our mission. M/C $ 100.00CC