Have you ever been put on hold for what seems like hours, only to be transferred from employee to employee? Did the problem get solved to your satisfaction? Or were you left feeling frustrated at the wasted time and effort?
Custom Services strives to solve your heating, air conditioning and plumbing challenges right the first time. We do this by empowering our employees to make frontline decisions, saving you time and money.
Recently, our employees completed training to enhance their decision-making skills. With no managers present, they identified the four most common concerns in our company. Then, they were tasked with finding creative and innovative solutions to solve these challenges. They did it!
This employee-empowerment philosophy is based on renowned Total Quality Management experts, like Peter Drucker. Drucker believes frontline employees should make decisions and solve problems, while managers should serve as guides, mentoring rather than dictating.
“Most discussions of decision making assume that only senior executives make decisions or that only senior executives’ decisions matter. This is a dangerous mistake,” Drucker writes. “Decisions are made at every level of the organization, beginning with individual professional contributors and frontline supervisors… Making good decisions is a crucial skill at every level. It needs to be taught explicitly to everyone in organizations.”
Our service technicians and customer service representatives practice these decision-making skills everyday as they address your heating, cooling and plumbing needs — effectively and efficiently. Our management team stands behind each frontline employee, offering guidance and coaching.
At Custom Services, our employees are our most valuable resource. We invest in extensive training programs to insure they have the tools and skills to provide you with quality service. We strive to solve your heating, air conditioning, and plumbing challenges right the first time.
Call us today. Our highly-trained decision-makers are ready to offer you a solution.
–Bob
Custom Services, Inc. 