American Home Shield 2014 Annual Report Download - page 6
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Our journey to create a new ServiceMaster didn’t begin with a fancy
advertising campaign or a catchy slogan. It began with a commitment by
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we say, a culture that’s focused on winning in the marketplace and in the
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delivering exceptional customer service…with deep expertise in each of our
businesses…backed by strong performance guarantees.
As we think about the future of ServiceMaster, it begins with leaders who
understand the importance of delivering on commitments and raising
the performance bar for everyone who serves our customers. Living that
commitment are 13,000 employees who literally roll up their sleeves to help
our customers every day. It also extends to our global network of service
experts, including more than 5,000 franchisees and their 33,000 employees,
11,000 contractors and 45,000 technicians who pride themselves on solving
problems and bringing new solutions to our customers.
Creating a winning culture of performance, said Susan Hunsberger,
senior vice president of human resources, requires two equally important
components:
t Leaders who set the example and recognize the importance of their
actions; and
t Behaviors, for which we hold each other accountable.
“High-performing teams operate from a foundation of trust where it’s OK to
face reality and admit when we need to get better,” said Hunsberger. “And
when we do the right thing for investors, customers, suppliers and co-
workers, everyone wins.”
4 ServiceMaster | 2014 Annual Report