Download this article - PDF (46 KB)

May 6th, 2005

A message from Mike Jacoutot to all SHC associates

What is Service Excellence?

I asked this question several weeks ago and nearly eighty of you took the time to write me a response. Thank you for taking the time to share your thoughts with me. I received a lot of great responses and not surprisingly, they were remarkably consistent. Your responses clearly communicated the passion and drive that are an everyday part of our culture and continue to make a difference in your work. It is no wonder why we are leading the industry in growth. It is because of our people.

I would like to take this opportunity to share with you some of the responses to the question, “What is Service Excellence?”

I think this is a very important email for everyone. Service excellence to me is all in your attitude. Being on the phone all day, people constantly hear my attitude. If you come to work to help at least one person and make their day better, you have done a good job. Sure, everyone has a bad day, but do you have to pass that on? Of course not. Make that "bad day" for someone a better day. That to me is "Service Excellence.? TIFFANI CLARK

Service excellence is doing the right thing every time for our clients, candidates and coworkers and it makes no difference to us who gets the credit. JIM STEADMAN

Service Excellence is taking the time and resources available to educate ourselves on what it means on a daily basis to be a "Physical Therapist, ICU RN, or Nuclear Med Tech" Clinical settings, specialized certifications, different patient age challenges, ect. This puts us in our talents operating reality; they know we understand what they do and allows us to make the best clinical match possible. MONICA MALATE

For me, Service Excellence means being truly committed to our core values; I call it a “Head, Heart and Hands” commitment - understand it, believe in it and act it out every day. Ultimately, each of us is 100% responsible for our actions, our feelings and our attitude. KEVIN WILLARD

Service excellence is so many things to me, every day hundreds of opportunities. It is actually something I pray for. I look and seek for opportunities to be different, to have that impact…I don’t want to just get through the day and get the job done. I want people that need me - that need us - that need the impact on their lives that our company can provide. I don’t always embody that spirit…I do fall short sometimes…But when I do - I catch and remind myself why I do this every day. And it is because I can be a leader and I can help others remember why we are the best…why we do succeed where others fail. Because we do care about each and every issue that we have the opportunity to affect. I love doing this! NATASHA GOFF

Service Excellence to me means knowing (or having notes at my fingertips) as many details about the nurses working for me and the facilities I represent so that their contact with me is always personal and an excellent experience. CANDIE MYERS

Service excellence is…a commitment. A commitment to equity and fairness, responsiveness and flexibility, open and effective communication, and to developing creative solutions to daily challenges. I believe this commitment is demonstrated through late nights at the coffee shop helping to finish applications or calling to be sure everything is alright when family emergencies arise. ANTHONY GLORIOSO

To me, Service Excellence is an associate who knows about, learns more about, and cares about the job they do, someone who is willing to learn from others, and finds a positive in difficult or trying situations.
JENNIFER CARROLL

Service excellence has meant one thing to me. It doesn't say good service or great service, it is excellence in service. To me it means not only providing what service people expect and get from everywhere else, but it is going above that and being excellent at service. Being excellent at something to me means you are better at it than anyone else and giving people what they expect is not enough. That is good service. To be excellent to me means going beyond that and surprising talent and clients with something more than what they expect. That’s Excellent Service to me. SCOTT FERGUSON

Service excellence - Taking the time to help someone in need (talent, customer, co-worker) even when you don’t really have an extra moment to spare in your day. ELIZABETH BALLENGER

Service Excellence is a product of dedication and empathy. The end result is Client/Talent Satisfaction. Not only must we follow the core values of I CARE but we must take one step further and be dedicated to the cause of I CARE. KEMI OJO

Taking the extra steps, for everyone, client, employee, team member, candidate, and even our team members in Park City, to get the job done, and make everyone happy, and comfortable. Doing the very best job I can using all the resources, I can. DENA CAMPBELL

Again, my sincere thanks and appreciation to everyone who took the time to write a response. I would also like to thank each of you for making your best effort to deliver Service Excellence at every single touch point, every single day---that is The Supplemental Way!

Sincerely,

Mike Jacoutot
President and CEO
Supplemental Health Care