American Home Shield 2003 Annual Report Download - page 9

Download and view the complete annual report

Please find page 9 of the 2003 American Home Shield annual report below. You can navigate through the pages in the report by either clicking on the pages listed below, or by using the keyword search tool below to find specific information within the annual report.

Page out of 66

  • 1
  • 2
  • 3
  • 4
  • 5
  • 6
  • 7
  • 8
  • 9
  • 10
  • 11
  • 12
  • 13
  • 14
  • 15
  • 16
  • 17
  • 18
  • 19
  • 20
  • 21
  • 22
  • 23
  • 24
  • 25
  • 26
  • 27
  • 28
  • 29
  • 30
  • 31
  • 32
  • 33
  • 34
  • 35
  • 36
  • 37
  • 38
  • 39
  • 40
  • 41
  • 42
  • 43
  • 44
  • 45
  • 46
  • 47
  • 48
  • 49
  • 50
  • 51
  • 52
  • 53
  • 54
  • 55
  • 56
  • 57
  • 58
  • 59
  • 60
  • 61
  • 62
  • 63
  • 64
  • 65
  • 66

ServiceMaster    7
Living Our Values
    
My father died at a young age. My mother was the foundation of
our family. She worked two jobs. She took care of my brother and
my sister and me and wanted us to have more than she could ever
give us. She is a very spiritual person.When she walks in a room, she
captivates it.
I don’t know that I could have made it through Vietnam
without the letters that I got from my mother – the support, the
empathy, the compassion. Those are the words I can say I live
by. And I can put down a few more: Respect. Responsibility. Love.
Friendship. Honesty. Cooperation.Those all came from my mother.
And then I also put down environmental awareness, which comes
from my job.
I think of those words as little bullet points that guide me in what’s right and what’s wrong. I work
with a Catholic charity that supports senior citizens, and I use all those bullet points there. I use them on the job,
too. I don’t believe you can just touch people and motivate them; you’ve got to create the right environment.
The people who work for me are like my customers.I’ve got to make them happy.You do that first,and then you
deal with the profit chain. Make people happy, and they’ll make the customers happy.
In my organization, we work with commercial customers exclusively. The biggest thing that
they want you to know is what their customers expect. My sales people, my technicians – they have to know the
hotel business, or the restaurant business, or whatever business they’re working with. If you’re honest with
your customer, which gets back to those bullet points, and gain their respect, and understand that it’s about
cooperation when you take on a commercial account, then you’ll do fine. And if there is a problem, you have to
take care of your customer and apologize.We’re prepared to do that; that’s part of our guarantee.
We have very productive individuals on our team and they have fun doing the job. If they need help
in some way – maybe a son just graduated and is looking for a job,or a husband’s been laid off – I use whatever I’ve
got in my bag to help.Being active in the community, being on the board of directors for several organizations,
I often have the resources to help.I don’t fix it for them, I point them in the right direction. In this way, I think
I do have a spiritual effect, at work, at home, and in my community.
Wayne leads the commercial side of our
Terminix pest control business.