It was my honor to speak and lead a discussion this week with the leadership of one of Morrison Management Specialists’ very successful healthcare divisions. The division is led by Jack Lawless, an outstanding, inspirational leader. Jack is a true professional in every sense of the word.
The theme of the meeting was “STEP UP,” which accurately reflects and reinforces Morrison’s culture and promise to their customers. Step Up… and proactively take personal and professional accountability for Morrison’s promise to their customers and for what they stand for and deliver.
They are amazing people who treat each other and their customers and clients with respect, dignity, integrity and transparency. Their culture and way of doing business is firmly rooted in a foundation of personal and professional accountability. They are expected… and they delight in Stepping Up… in being fully accountable for what they promise and what they deliver.
Just two examples:
- Morrison associates introduce themselves with a big smile while saying, “I am Morrison.” They understand that on an hourly and daily basis, they not only represent Morrison… they are Morrison.
- Morrison associates will proudly tell you that “Great service starts here!” Each Morrison associate understands that he or she is responsible for great service. Not someone else… “Great service starts here… with me! I am accountable for starting and following through with great service. It is my responsibility. I am accountable. Great service starts here… with and through me!”
No wonder Morrison has nearly a 98% customer retention rate in a very competitive business. No wonder Morrison is profitable and maintains a strong and healthy growth rate.
People and organizations of all kinds want to do business with people and organizations that are accountable. People want to do business with people who are eager to Step Up and proudly announce, “I am the company. Great service starts with me. I am and I will be accountable. We deliver on our promises. We encourage all customers, clients and business partners to hold us accountable.”
Morrison’s culture, way of doing business, and emphasis on Stepping Up and being held accountable is not only refreshing in this day and time… it is a guaranteed formula for personal, professional and organizational success!
If you desire more personal and organizational success in your life, take a look at the Morrison website at www.iammorrison.com. I am betting you will leave the website with several great ideas for enhancing your personal and organizational success.