Fast Lane: Tom Marshall, Moving Forward
Smart Business Cleveland › Vol. 20 Nbr. 3, October 2008
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Summary
To improve customer satisfaction, the chairman and CEO of Andrews Moving and Storage measures both the quantity and the quality of his employees' work, which develops a healthy competition among the staff. If it gets to a point where it's becoming a problem, we've got a formal program that we'll put in place that will allow the manager to give the employee more focused retraining with 30-, 60- and 90-day timelines for that employee to improve performance.
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Extract
Fast Lane: Tom Marshall, Moving Forward
Tom Marshall, chairman and CEO, Andrews Moving and Storage
Packing up and moving is stressful for anyone, but Tom Marshall aims to make it less so by training his 220 employees in the art of customer service.To improve customer satisfacti...See the full content of this document
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