Davey Tree Flipbooks

July/August 2016 | 31 CANOPY ABOVE THE VISION 20/20 AND EXCELLENT SERVICE EXPERIENCE: WE BUILD RELATIONSHIPS, NOT TRANSACTIONS At Davey, there are no shortcuts to solid relationships. Our clients rely on us to provide professional and expert service to protect their trees, landscape and environment. Since 1880, we have worked hard to ensure that we exceed our clients' expectations. It is that critical ingredient that differentiates us from the competition and is key to our success. As Davey employees, it is our responsibility to guarantee a solid reputation, expert advice, and premium value to earn a client's business – from homeowners to each utility, commercial, municipal and government client. Our Vision 20/20 Strategic Plan has enabled us to better identify opportunities to elevate each and every client experience. And, to ensure that our clients might provide us with timely feedback, we have streamlined client experience reporting so that any concerns are addressed quickly and efficiently. This awareness provides us the opportunity to repair any service or system issues, as well as learn which programs need improvement. Each time we meet or exceed a client's expectations, we earn their trust. This is the foundation of a solid, lasting relationship. "Our long-term success depends on identifying client needs in order to provide superior service," said Jim Stief, executive vice president, U.S. Residential Operations. Stief oversees the Excellent Service Experience strategy. Through our Strategic Plan process, we develop client and market research initiatives to better understand the purchase behaviors of commercial, municipal, government and utility clients, as well as each residential homeowner we service. Our research consists of collecting both qualitative and quantitative data. We conduct interviews, focus groups, as well as online and email surveys – to name just a few of the ways that we gain insights into the behaviors and expectations of clients and prospects. This information builds a deeper understanding of the brand experience in addition to insight into current programs and future initiatives. To achieve our company mission, we must deliver an excellent service experience to each client and prospect by developing solid relationships and by providing an unsurpassed experience with every interaction. Our clients are our lifeblood, so let's all make it our business to deliver honest value, quality workmanship, and diligent conscientious service so that we can build and maintain our loyal client base. ALWAYS D E L I V E R A SUPERIOR TREE, LANDSCAPE A N D E N V I R O N M E N TA L SERVICE E X P E R I E N C E . HOW TO MAKE THE GOLD STANDARD • Treat others as you would like to be treated. The Golden Rule is a business strategy. Treat people well because it is the right thing to do. It's also the profitable thing to do. When you treat someone well, they feel happy and are more likely to stay with our services and products. • When you help other Davey employees succeed, you help Davey succeed. Everyone within our organization has an impact on a client's experience. Exceeding each other's expectations is just as important as exceeding our clients' expectations. And, it will help improve morale, employee retention, productivity and profitability. • Improve your client experience skills through online classes on our Learning Management System (Davey.ttnLearning. com). Contact Shawn Skilton at shawn.skilton@davey.com or 800-447-1667, ext. 8369, if you need assistance.

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