Skoda Minotti expects to provide great
service to its clients each and every time
they meet, but that’s not enough to meet
the business and financial services firm’s
high standards.
Gregory J. Skoda, the company’s chairman
and co-founder, expects employees to
always strive to provide service that goes
above and beyond what his clients expect
and to constantly be looking for ways to do it
better.
Skoda Minotti uses a “client service experience cycle” to detail the seven stages of the
relationship between the firm and its clients.
All new hires undergo an intensive two-week training program in which they are
introduced to this system and the overall
philosophy of how clients should be treated.
The communication of this message does
not end after the initial training. Staff members see reminders of the message each day
through screen savers, at meetings, in the
firm’s monthly internal e-newsletter, and even
on pens, mugs, mouse pads and mint tins.
The firm also holds meetings regularly to
grade its past performance, review
processes that need to be improved and
strive to ensure that any service defects
that occurred before will not happen again.
Employees who provide exceptional
service to clients of the firm are shown
appreciation for their efforts. The
Delivering on the Promise Award is presented each year at the firm’s holiday party.
It is given to the employee who most exemplifies the firm’s service brand to not only
clients but also business contacts, employees and the community.
By promoting the value of giving back to
the community and helping those who
need it, whether they are clients or not, the
firm is able to perpetuate the ideal of delivering on promises at all times, not just during office hours.
HOW TO REACH: Skoda Minotti, www.skodaminotti.com or
(440) 449-6800
