Dwight Staley is General Manager of Excel Moving & Storage, Inc. Greensboro facility. Excel Moving and Storage has been a BBB accredited business sine 2003 and was a 2007 Winner of the Torch Award for Marketplace Ethics. The following is the interview between Excel Moving and Storage and the Better Business Bureau of North Carolina.
The BBB mission states that one of the wars we promote trust is "by encouraging & supporting best practices." Although the term is subject to broad interpretation, marketplace survival for a business can often depend on how well its owners/managers understand what the term means and how to integrate best practices into their operational philosophy. Some prefer terms such as better practices, good operating practice, or current thinking.
In a broad sense the term refers to generally accepted techniques, methods, processes, or values that are more effective in delivering desired results. Applied to business practices it can relate to ethical standards, employee relations etc., as well as to specific operational practices. The concept has also been referred to as "preventative maintenance."
That could mean identifying with those standards unique to your particular business or profession that encourage efficiency, consistency, control, and ultimately profitability. It could apply to subjects such as productivity, internal communication, standardization, organizational structuring, delivery methods, information management, service, or automation.
We addressed these issues with Excel Moving & Storage, Inc. and asked them if they would be willing to share their successful practices with our accredited businesses. General Manager Dwight Staley responded by stating that a combination of their culture and company-wide goal of being the best that they can be would apply tot he application or best practices philosophy. Implementing policies and procedures of a successful system allows every individual the opportunity to make difference in some way, and be a valuable part of a team.
(BBB) Excel Moving & Storage was name Allied Van Lines Agent of the Year for 2005-06, and again in 2007, as well as being selected a BBB Torch Award in '07, so you obviously are doing the some things right. How does your company apply what would be considered "best practices" for your industry?"
(Staley) "Starting with creating an environment for an expectancy of desired results, with a great understanding of the value of customer relationships. At Excel we measure everything. Ever employee knows their role, what's expected of them, and is accountable, whether it is a consultant, packer, warehouseman, or driver. We are all in this together and to be successful every team member has to do their part."
(BBB) Do you consider these practices absolutes, or do you provide latitude for individual creativity in regards to your policies?
(Staley) "Now more than every it appears there are needs for guidelines, and an important contributing factor for customer satisfaction is consistency. At the same time, allowing people the opportunity to make decisions and have their input be a part of a successful end result is important."
(BBB) Do you find that adopting best practices policies provides for more efficient training of new employees?
(Staley) "Yes, gaining understanding builds confidence. This provides and environment in which people feel more comfortable, which allows a better focus on learning new things. Employees perform better when they know their role, what's expected, and where the company stands on performance.
(BBB) Are you generally supportive of your policies and practices?
(Staley) "Yes, this allows the opportunity to perform using one's own abilities in a structured environment. Employees know these procedures are in place for success. Success for them, the company and our customers.
(BBB) How do your customers benefit from your business philosophy and operational practices?
(Staley) They are able to make and informed purchase decision based on the information presented, and then our goal is to provide complete customer satisfaction. Our Move Coordinators set the expectations for our customers and operationally we deliver on those expectations at a minimum. When a company consistently provides a high level of customer service day in and day out, your chances of success are great."
(BBB) Has adherence to what you consider best practices helped Excel weather the current recession? If so, how?
(Staley) "By providing the highest equality service, we have reached all time highs in referral business. Over half of our business comes from repeat customers or referrals. By using business practices with customer satisfaction in mind, relationships have been built that allow to know what to expect when doing business with us."