
In August, I had the pleasure and privilege to work with a Denver-based client in the mountains of Colorado. We were at the Peaceful Valley Lodge and Resort in Lyons at an elevation of 5,400 feet. Such a lofty location was the perfect setting because my client, Linx, is ascending. Fast!
That month, it was named for the second consecutive year to the Inc. 5,000 list of America's fastest-growing companies.
Iinx is a system integrator for network cabling, audio -visual and security systems. What that means, plain and simple, is it makes sure your stuff works. When you move to a home or office, renovate one or erect a building, school, hotel or hospital, the company ensures that your phones, computers, televisions, conference rooms and security are up and running.
While some of this country's most recognizable and respected companies rely upon "Team Linx" talent, expertise and technical knowhow, what they especially value is the execution of the Linx Gold Star Service commitment.
That commitment starts at the top with Linx's president, Erik Isernhagen, and his dedicated leadership team.
Erik and his team are smart, hardworking, fun and focused. They, their project managers, project foremen and support teams all know little things matter.
For example, for my two-hour journey from Denver to Lyons, my travelmate was Erik. Yes, the president picked me up at the airport.
For the room setup the afternoon/night before our results session, we had a talented crew rearranging tables and chairs: Erik, Jay, Ivan, Tom, Dale and Damon. That's right, the executive leadership team was the setup team.
To give depth, meaning and significance to its service commitment, Linx has created eight points of what it enthusiastically and passionately calls Linx Gold Star Service.
Whether you sell a product ora service, are a manufacturer ora retailer, a veteran corporate player or a young, hungry entrepreneur, these eight points should have immediate applicability or adaptability for you and your business.
Iinx Gold Star Service requires:
INTEGRITY
* Be the client's advocate.
* Do what you say you are going to do. Follow through.
* No shortcuts to quality. Do it right the first time.
LISTENING
* Take the time to listen to what our client wants.
* Be the expert at discovering our client's hidden needs.
* Listen actively. Restate what the client asked for to ensure you got it right.
EXPERTISE
* Professionally trained staff.
* Explain technology in layman's terms.
* Set realistic expectations that are jointly shared.
* Understand client needs and tailor solutions that meet the client's definition of value.
COURTESY
* When on the jobsite, act like a guest.
* Be polite and respectful.
* Leave the site clean at the end of every day.
ATTITUDE
* Be likable.
* Hustle with a "can-do" attitude.
* Enjoy what you are doing.
COMMUNICATION
* Provide clear, consistent, meaningful and prompt communication.
* Identify how the client wants to receive the information (content, frequency, format).
* Express our desire to serve and give our clients the comfort of understanding we won't stop working until they're happy.
PROFESSIONALISM
* Be prepared, considerate and on time for appointments.
* Maintain a clean and professional appearance.
* Strive for perfection; deliver excellence.
OWNERSHIP
* If a client expresses a need to you, or around you, you own it.
* Our client hired us to do a job - deliver it regardless of challenges.
* Partner with our customer to get the job done - we're on the same team.
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[Author Affiliation]
Jeff Blackman is an Illinois-based speaker, author, success coach, broadcaster and lawyer. E-mail him at jb@jeffblackman.com.