C A P T A N – Our Guiding Principles

CUSTOMER SATISFACTION

  • How they perceive our results
  • How they feel about us and being here
  • Make them proud
  • Enhance value of their vehicle

ATTITUDE

  • Polite- open doors; walk with, not ahead
  • Positive- SMILE! SMILE! This the happiest day of your life.
  • Friendy- “Welcome to Cleaner Quicker” “Have a great day” when leave.
  • Helpful “What can I do to help?”
  • Appreciative- “We appreciate your business”
  • Deferential- not overfamiliar “Sir” and “Madame”, not “dear”, “buddy”

PRODUCT EXCELLENCE

  • Quality- exceptional every time, quality assurance form, inspection
  • Fast- hustle, watch time, someone is waiting and needs their vehicle
  • Commitment to excellence every time- Quality is not an accident

TEAMWORK

  • Treat with respect
  • Help each other
  • Pressure poor performers- they hurt everyone and your tips
  • Cross-train

ACCOUNTABILITY

  • Take responsibility
  • Meet commitments

NIMBLENESS

  • Flexible schedules
  • Adjust quickly to surprises