当 Everybody Matters: The Extraordinary Power of Caring for Your People Like Family 将于10月上映. 6, 你会发现很多简单的故事, 强大的, 变革, and testable idea: that every one of your team members is important and worthy of care. 在接下来的几个星期里, we want to give you something of preview of the book by focusing on some of the people whose stories ultimately became part of a bigger story at Barry-Wehmiller. 其中一些推荐全球十大博彩公司排行榜已经在这个博客上讲过了, but we want to use this space to deepen and expand on those individual experiences and show the ripple effect of what happens when everybody truly matters in an organization.
How do you or people on your team view relationships with customers? 这只是生意吗?, 正如人们常说的, or are they viewed as a person instead of a number or a dollar sign?
莎拉·贝丝·塞特尔(Sarah Beth Settle)是美国西部律师.S. Customer Service Specialist for replacement parts and upgrades at our Hayssen Flexible Systems (now BW柔性系统在南卡罗莱纳邓肯市的一家公司.
Hayssen provides flexible packaging solutions for many food companies who have goods in your refrigerator and in your pantry right now.
莎拉从2007年就加入推荐全球十大博彩公司排行榜了, but in 2012 she had one of her most significant challenges in her customer-facing role.
For the second time in 18 months, one of Sarah’s customers suffered a major flood. Mud covered the facility, machines were damaged. It was a customer she had built a very deep connection with and there was a real fear their parent company would just close the location, rather than try to work through the issues.
Because of her relationship with the people at the plant, Sarah took the situation personally.
“他们已经成了我的家人，”她说. “I just couldn’t stand the idea of them losing their jobs.”
Teams from Hayssen were involved in the clean-up and getting machines back online, but there was the problem of replacing parts in some of these machines. Parts that had been obsolete for ten years.
Sarah worked diligently with her friends at the plant to compile a list of the needed parts. 然后, she and other teammates scoured the corners of remote Hayssen warehouses to find exactly what was needed. They were able to get the needed parts to the customer within days.
Today, that plant is still up and running.
Because of her care for her friends, Sarah couldn’t just give up.
“It would have been very easy 对我来说 to say that day, 这些零件都过时了, 推荐全球十大博彩公司排行榜不能这么做,’”她说。. “推荐全球十大博彩公司排行榜没有那样做.”
Barry-Wehmiller measures success by the way we touch the lives of others. That holds true for every stakeholder in every part of our business. It includes our teammates, but it also includes our customers. That’s how you build a better world through business, by taking the opportunity to touch every life you encounter in a positive way every day. Sarah did that by acting quickly to help friends who could have lost their jobs.
The importance of viewing your customer as a person, not just as a dollar sign was driven home to Sarah in our Culture of Service Foundations class through Barry-Wehmiller University. “它只是加深了, 对我来说, 如何建立信任关系, 有人把你当人看待的地方, can really increase the value of your day,莎拉说.
Someone who had a profound effect on Sarah was one of her professors in that class, Ken Coppens. Ken’s journey of finding and using his gift to inspire change in others is prominently featured in the prologue to Everybody Matters.
莎拉说 she often jokes that Ken is one of her “Yodas” in Barry-Wehmiller. “I know that I can trust him and I know if there’s something I’m trying to work through in my head, he is going to encourage me and help me and get me where I need to be,”她说。.
“I’m not in a leadership role in a formal sense, but I can still help others in the same way Ken did 对我来说.”
Sarah came to manufacturing from the food service industry, so she already had a sense of the importance of relationships in customer service. But through Ken’s leadership and her experiences at Barry-Wehmiller, she gained a deeper level of understanding. 不关注销售金额, but on building a connection with her customer, 莎拉说, is something you can’t put a price tag on.
“现实是, if you’re not building a relationship with your customer and if you’re not in a role like customer service because of people, then you’re probably doing the wrong thing, 因为它真的是关于人的,莎拉说.
当你以人为本的时候, you’ll go the extra mile to help make a difference, 莎拉的情况呢, 帮她朋友保住了工作.
“There’s a phrase I grew up hearing,莎拉说. “‘If you change one life, you can change a world,’ because each person has their own world.”