There are many ways to measure wealth. Some
people are rich in knowledge, some in friendship, some in
financial assets. There are also many different ways to measure
excellence. Therefore, it is critical for us at ETC to establish
those rulers with which we expect to be measured by our clients
in our quest for distinction. We have dissected excellence into
six key elements that also represent the character of the
individual professionals who comprise our staff.
At
ETC, we are committed to the continued pursuit of excellence.
Although excellence is essentially a timeless virtue, we are all
the products of our own experiences and there will of course be
a need to reflect and revise our measuring sticks as time
passes.
Clients - In 1994, when ETC began operations, the words
"Customer Satisfaction Is Our Greatest Asset" were put
on all of our written correspondence as a reminder to both
clients and personnel of our priorities. Customer satisfaction
is something we depend on... it’s not just lip service.
Clients want to do business with individuals, not companies. We
need to be easy to do business with. Clients deserve and should
expect nothing less than excellence. One way we can measure
customer satisfaction is by the number of repeat customers that
call back.
Products and Services - ETC strives to deliver a premium
service at a competitive price. To ensure such a quality
service, each project is evaluated on a case-by-case basis for
scope, schedule, and budget. If a Client is happy, they will
refer us to their friends. Unsolicited referrals are an
indicator of how well our products and services have been
received.
Management & Personnel - The person that answers our
telephone represents our client’s first impression of the
company. To that end, ETC is defined by the professionals that
work here. We strive to create an environment where people want
to work, enjoy the people they work with, and have the room and
support they need for personal growth. Management must be
committed to attracting and keeping the best and brightest. If
employees stay and grow, then we must be doing something right.
Community involvement - Community involvement is like a
friendship. You may draw on it and rely on it, but you have to
cultivate it and give back to it. Our vendors, clients, and
employees are part of that community. We are also a part of the
community and have a responsibility to enrich it. Money alone is
a lousy way to keep score. Encouraging employee participation
and contribution to community services are an important part of
our culture.
Growth - Our background and circumstances may have
influenced who we are, but we are responsible for who we become.
We must constantly strive to diversify, adapt and expand our
products and services. By stretching outside our circles of
comfort, we will reach more people. We will grow as large as our
clients demand us to grow. The growth of our company can be
gauged by the types of products and services offered and the
number of personnel needed.
Profit – Everybody benefits when the company is
prosperous. Financial stability allows us to: 1) attain and
retain the best personnel; 2) obtain the best equipment; and 3)
maintain a solid client base. What’s good for the company is
good for the personnel is good for the client is good for the
company, and so on… it’s a vicious circle. Profits are
measured by the bottom line.
