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... itís 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 clientís 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 Ė 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. Whatís good for the company is good for the personnel is good for the client is good for the company, and so onÖ itís a vicious circle. Profits are measured by the bottom line.