From one professional organization to another, I'd like to congratulate and thank you on a job well done. I will make sure to refer my clients to Shleppers, so that they can benefit from the same great service we had.
Mark Rollins, CEO
Shleppers exists to provide excellent service and value to its customers while maintaining our uncompromising principals as we grow. We always look outside the moving industry to see what we can learn from other successful companies and we would like to acknowledge Zappos for inspiring us to further improve our customer service as well as to focus more on our core values. The following core values help guide our decisions and determine how we operate our company:
Our company culture is what makes us successful. We want to create an environment that is friendly, warm, and exciting. We encourage diversity in ideas, opinions, points of view, and in each other.
The best leaders are those who lead by example and are both team followers as well as team leaders. We believe that, in general, the best ideas and decisions are made from the bottom up, meaning by those who are on the front lines and closest to the issues and/or the customers. The role of a manager is to remove obstacles and enable his/her direct reports to succeed. This means the best leaders are servant-leaders. They serve those they lead.
The best team members take initiative when they notice issues so that the team and the company can succeed. The best team members take ownership of issues and collaborate with other team members whenever challenges arise.
The best team members have a positive influence on one another and everyone they encounter. They strive to eliminate any kind of cynicism and negative interactions. They are humble, and strive to create harmony with each other and with everyone else they come in contact with.
We are more than just a team though -- we are a family. We watch out for each other, care for each other, and go above and beyond for each other because we believe in each other and we trust each other.
WOW is such a short, simple word, but it really encompasses a lot of things. To WOW, you must differentiate yourself, which means doing something a little unconventional and innovative. You must do something that's above and beyond what's expected. And whatever you do must have an emotional impact on the receiver. We are not an average company, our service is not average, and we don't want our people to be average. We expect every employee to deliver WOW.
Our philosophy at Shleppers is to WOW with service and experience. Whether internally with co-workers or externally with our customers and partners, delivering WOW results in word of mouth and in the growth of our referral business.
For Shleppers, business has never been just about making money and we are very active in supporting the communities in which we operate. As a company, we leverage our infrastructure and core strengths for the benefit of many charitable organizations such as: The March of Dimes, National Multiple Sclerosis Society, Memorial Sloan-Kettering, The Food Allergy & Anaphylaxis Network, The JCC Maccabi Games, The Catholic Charities of Brooklyn & Queens, UJA Federation, the Community Mayors Foundation, the Food Bank of Westchester and others.
Our team works very hard, but when you spend so much time at work, we believe it is important to have fun too. When you make sure that everyone is having fun at work, it ends up being a win-win for everyone: employees are more engaged in the work that they do, the company as a whole becomes more innovative, and the customer experience gets better and better.
Let's face it: people have had total horror stories in their dealings with moving companies. By remembering not to cut corners, and by maintaining high moral and ethical standards, we believe that we operate each and every day in a way that makes our mothers proud of us each and every step of the way.
We believe in operational excellence and realize that there is always room for improvement in everything we do. This means that our work is never done. In order to stay ahead of the competition (or would-be competition), we need to continuously innovate as well as make incremental improvements to our operations, always striving to make ourselves more efficient, always trying to figure out how to do something better. We use mistakes as learning opportunities.
We must never lose our sense of urgency in making improvements. We must never settle for "good enough" because good is the enemy of great. We set and exceed our own high standards, constantly raising the bar for competitors and for ourselves.
We value strong relationships in all areas: with managers, direct reports, customers (internal and external), vendors, business partners, team members, and co-workers.
Strong, positive relationships that are open and honest are a big part of what differentiates Shleppers from most other companies. Strong relationships allow us to accomplish much more than we would be able to otherwise.
In any relationship, it's important to be a good listener as well as a good communicator. Open, honest communication is the best foundation for any relationship, but remember that at the end of the day it's not what you say or what you do, but how you make people feel that matters the most. In order for someone to feel good about a relationship, he/she must know that the other person truly cares about them, both personally and professionally.
It is critical for relationship-building to have effective, open, and honest communication. As the company grows, communication becomes more and more important because everyone needs to understand how his/her team connects to the big picture of what we're trying to accomplish. Communication is always one of the weakest spots in any organization, no matter how good the communication is. We want everyone to always try to go the extra mile in encouraging thorough, complete, and effective communication.
For some people, especially those who come from bigger companies, the constant change can be somewhat unsettling at first. We must all learn not only to not fear change, but to also embrace it enthusiastically, and perhaps even more importantly, to encourage and drive it. We must always plan for and be prepared for constant change.
Although change can and will come from all directions, it's important that most of the changes in the company are driven from the bottom up -- from the people who are on the front lines and closest to the customers and/or issues. Never accept or be too comfortable with the status quo because, historically, the companies that get into trouble are the ones that aren't able to respond quickly enough and adapt to change.
We are ever-evolving. And while our competition may copy our website or say they are great at moving, we know that they cannot copy our people, our culture, or our service. As long as embracing constant change is a part of our culture, they will not be able to evolve as fast as we can.