Everyone listened and participated well as I unveiled the new up-front communication guarantee logo and the new Up-front Agreement. I explained that my intention was to change the entire company culture so that up-front communication was the central focus. This is way more than just a marketing campaign. I believe it is a complete transformation of the way Rainforest will do business in the future.
As of now, the technicians are out working and I hope making numerous up-front agreements at this very moment. This idea is innovative and sets us apart from all the rest.
Here is some copy from the training I did this morning:
OUR UP-FRONT COMMUNICATION GUARANTEE
OUR PART (TECHNICIAN):
The technician will begin by asking qualifying questions and listening to gain a clear understanding of your needs, problems, requirements, expectations and value perception. We will communicate the necessary work to be completed, time required and total investment before making any repairs.
YOUR PART (CUSTOMER):
Make sure that you are present when the technician arrives. Before the work is done, clearly communicate your needs, problems, requirements, expectations and value understanding. It is important that we complete an up-front agreement prior to any repairs. We want you to be assured that you have made the right decision, are not paying too much, and that we will deliver as promised.