President, AV Solutions CXO
My core values:
Communicate Honestly / Care / Strive for Excellence / Team
One night, I received a call that no owner wants to get from their team, especially at 8:30 p.m. ‘I just dropped our client’s brand-new projector from the top of a 12-foot ladder.’ He continued, ‘It was an accident, but I will pay for it out of my coming paychecks.’ At that moment, I couldn’t have been prouder. Our technician was living by all of our core principals in the same moment. Thanks to his quick thinking, our client experienced no downtime during the process, had a new projector within days and frankly wouldn’t have even known anything happened had we not told them (our values apply to everything we do, not just internally).
His honest communication, engaging team members for help and drive to take care of the customer turned a potential catastrophe into a non-incident for our client. Needless to say, our technician did not need to pay for the projector. After 15 years of AV service in more than a thousand meeting rooms, we have a 95% client satisfaction rate not because of what we do, but because of the values lived by our team members daily.