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More than just a number

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I came to work on an inconspicuous Tuesday to a note with instructions written on it indicating, “Please call this lady for more information.”

I prioritized my inbox, and organized this piece of paper in with everything else that needed my immediate attention. When I got back to that piece of paper and picked up the phone, I was not at all prepared for what this potential customer was experiencing.

As I introduced myself and started to explain what I needed from her to simply get her into our system, I could hear and almost FEEL her exhale with relief that someone was finally willing to help her. She started off strong, explaining her situation in great detail. But as the story progressed and the details got worse, she quickly deteriorated into panic mode. The rest of her story came out muffled behind her pauses to catch her breath in order to speak through her tears. I sat on the other end of the phone both in shock and with extreme empathy but also with optimism that we might be able to put the puzzle pieces back together for her.

Since signing on with Massaro Restoration just a few short months ago, I had not yet had a phone conversation like this. I was, however, fairly warned from the beginning that we consistently deal with people that have had their most prized possession fall victim to hardship: their home. That aspect of the job greatly appealed to me because after spending 15 years in what is usually a very monotonous position, I wanted to shift my career path in a way that allowed me to use my skill set for something more meaningful; I wanted to help people.

I’ve heard it said in the halls of our building that, “Our guys may not be knights on white horses, but they are saving the day in a white truck!” Never before did that expression resonate so deeply with me until I had the opportunity to cross paths with this particular potential customer. I now envision the look of relief on a homeowner’s face when our “rescue team” shows up and is ready to help them. I now fully understand that the papers that come through here are not just invoices and work orders but papers with stories that come to life in the field. I now comprehend how we are not just providing a service, but rather we are providing peace of mind. I now realize that we are heroes and the voice of reason when the world is crumbling around a person in crisis.

What I hope is that our customers realize they are more than just a number to us, and the voice they hear on the other end of the phone when they call in panic, sincerely cares about what happened to them and wants, more than anything, to make it right again.


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Article by Lisa Yuzon, Administrative Assistant
lyuzon@massarorestoration.com

Our journey continues

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Our Journey to Performance Excellence, which we call the Expedition, is ongoing.

The primary focus of the Expedition is on accountability, process (development, deployment and evaluation), continuous improvement, and ongoing organizational and personal learning. The expected outcome is that we will be able to deliver reliable excellence for our customers. We will develop a culture of excellence where everyone understands that good is not good enough.We will excel in all that we do. As leaders we constantly remind our people that excellence is “every, every, every”; that excellence is a way of being and thinking. It requires a collective choice to go beyond the ordinary, to strive rather than settle. This is no easy task in an industry prone to excuses for the myriad of things outside our control. Nevertheless, we know there is a better way. We know that we can and will do more and better for our customers.

This past week we held our Q2-Q3 planning meetings with our Six Disciplines coach. As we reviewed results for our Vital Few Objectives, we took note of the vast improvement we’ve made since we set out on our journey. I thought to myself that we are truly in the midst of a transformation. I then remembered a message I saw on the wall in one of the classrooms at Oakland Catholic where my daughters attend high school.

“Your beliefs become your thoughts, Your thoughts become your words,  Your words become your actions, Your actions become your habits, Your habits become your values, Your values become your destiny.”

If our destiny is to deliver reliable excellence for the benefit of our people, customers and the community (which is our mission), then it has to begin with the belief that attaining excellence is both possible and desirable.

Once we establish that belief, excellence will become part of our collective thoughts, our words, our actions, our habits, our values and, ultimately, OUR destiny.

Our journey continues…..


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Article by Joe Massaro III, President

jamiii@massarocg.com

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