Life is made up of relationships—relationships that depend on serving people’s needs. The better we can serve, the stronger our relationships are. I don't think our business philosophy is rocket science. We simply believe that he who serves prospers.” —Ken Ewert
About Us—Overview
Remdal’s President, Ken Ewert:
“There is no secret to our business plan. We’re absolutely convinced that serving is the pathway to long-term success. The only pathway. We need to give more—serve more effectively—than our competitors. As we do this, our customers recognize it and choose us.
We spend considerable time working to improve “our serve.” It’s the focus of all our training meetings—we literally spend hours talking about this. We talk about the situations in which we’ve failed to serve well (yes—this does happen!), we celebrate the situations in which we’ve succeeded, and we talk about new ways to deliver more quality to our customers. Every week we do a random survey of our customers to gauge their satisfaction with our workmanship and service. Our average grade in 2009 was an “A”.
It’s so often the little things that make the difference and so we’ve focused on doing the little things better. The results show: In 2009 we’ve received over 90 letters of reference or unsolicited “Your-crew-was-great!” phone calls from our customers.
Serving always has a cost. The best companies pay this cost, and do it every day. One day a customer wrote to thank me and tell me her story. She had inadvertently dropped her keys into her trash, and then deposited her trash in the dumpster. She was in a tizzy. When our worker Robert found out, he went down to the dumpster, climbed in, and rooted around until he found her sack, cut it open, and retrieved the keys. Robert was willing to do a dirty job. He was willing to serve, and as a result, our customer was overjoyed.
We know why the majority of our customers choose us. It’s because they’ve either used us before or spoken to someone else who has used us and recommended us. We take a lot of satisfaction in this. We understand that service comes before success. We give ourselves to our customers, and our customers give us referrals and more work. It’s a wonderful trade!”
