American Home Shield 2003 Annual Report Download - page 8

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6   ServiceMaster
Living Our Values
    
My nine-year-old son recently came up to me and said he had set
some personal goals. They were about homework and bedtime and
brushing his teeth. I travel in my work and every night when I call
home, he updates me on how he’s performing toward his goals,
what’s working and where he needs to improve. More than that,
he talks to me about accountability, and choices, and the conse-
quences of the choices you make. All those things are big concepts
in my life, but I wasn’t aware of talking about them with my sons. I
guess it just seeps through.
My own father told me as early as I can remember that I
could achieve anything that I wanted to achieve in life, professionally.
He said you’re just going to have to work very hard, do your best every single day, set goals, and monitor how
you’re performing to those goals. I was no older than my kids now, and it was a huge influence on me.
Personally, I think I have an obligation to balance work and family. Professionally, I have a responsibility
to our customers, to our employees and to our shareholders. And those groups are very much tied to each
other.We count on satisfied,skilled, trained employees to provide excellent service to our customers, and if we
do that well we will contribute back to our shareholders. Helping employees improve their performance or
prepare for additional responsibilities, seeing my employees be successful – that is one of the most satisfying
things about my job. So it’s about people, it’s about customers and relationships and it’s about processes and
doing things the right way.
And it all just gets mixed together with your values.You make hundreds of decisions every day and
it’s not like I’m consciously thinking, let me see what my values are and what will guide me in these decisions.
They’re like habits that I don’t even think about.
I think that also describes the culture at ServiceMaster.I think people here are looked at as people. We
are all different, one way or another. And I just think it is a very inclusive company and it doesn’t feel like you
have to work at it. It just happens. It’s like a habit. It just is.
Stacy runs the Southeast Region of our
TruGreen LandCare business.