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A culture of service Featured

1:16pm EDT June 28, 2005

Great customer service is never accidental. It takes coordination and commitment on every level for a company to build a consistent and reliable service relationship with a client.

That's why Richard Rogers' attitude toward customer service is simple: Everyone is involved. If you work for the Rogers family company, B.W. Rogers Co., it doesn't matter whether your title places you in accounting, sales or even engineering. At the end of the day, customer service is part of your job.

It's this service-driven focus that has made Rogers and his companies so successful. Rogers developed his customer service perspective while running his own upstart, Tribute Inc., a subsidiary of B.W. Rogers that provided software to the industrial supply industry. He began running Tribute in 1980, and when he sold the company 14 years later, he had 50 employees serving more than 300 customers.

Today, as president of B.W. Rogers, Roger has created a corporate culture focused on quality service. Not only is customer service in every job description, it's also a mainstay of the company's core values, part of its core objectives and the foundation of its credo: "We earn customer loyalty by providing superior service every day."

Rogers not only understands the importance of service, he also understands how easy it is to lose sight of that foundation, especially while working on stressful projects that have little to do with customers. So he instituted a card-carrying program, asking all employees to carry a small card featuring the company credo, core values and the five basic steps to great service.

Sometimes a simple reminder of what the company is about is all it takes to keep employees motivated and customers happy.

B.W. Rogers Co. may deal in industrial parts, but thanks to Richard Rogers, its real specialty is solid customer relationships and great service.

How to reach: www.bwrogers.com or (330) 762-0251