Letter from CEO

The 2nd quarter is here and our focus is clear. This quarter is all about customer service and quality. We are kicking April off right by celebrating customer service week within our company. Every day for the week of April 2nd-6th, will be a different theme centered on recommitting our team to customer service. As a national appraisal management company, customer service is how we stay ahead of the competition. It’s what keeps our reputation and position at the top of the industry competitors.

As CEO of Nationwide Appraisal & Settlement Network, I have a clear understanding of what it takes to provide excellent service and commitment and I know that the foundation of these principles start by having a team in place that shares your values. The reason we decided to recommit our team to customer service is because as time goes on and every day business occurs, ideas get forgotten and people become complacent. It’s extremely important to constantly remind your team and motivate them to help your company reach the goals you set forth.

Here are some helpful tips on hiring and maintaining motivated team members.
1. Hire the right people first-When deciding to bring on a new team member take the time to review resumes, do background checks, reference checks, and interviews. Hire only those that are qualified and remember to think about how that individual will fit within the corporate environment you have created.
2. Be clear about your goals-There is nothing worse than vagueness within a work environment. Be clear about your goals. Set priorities and deadlines for your team. Be sure they get results and direction on how to improve every day.
3. Be Present-The best way to keep your team moving constantly is by being there and being present. Don’t hide in your office behind your computer all day. Visit with your team, walk around, and talk with them. You will get great responses and keep your finger on the pulse of what is going on in your company.
4. Share results-Have an “open book” policy when it comes to sharing results of performance, sales, and financial results. Explain to your team how they helped achieve these results and if they weren’t the results you were looking for, let them know what the focus will be in order to achieve those results next time.
5. If you’re going to roll out an incentive program, do it the right way-Don’t set goals that are not achievable or roll out a program that makes your team members feel uncomfortable. Set realistic benchmarks, make it short term, and work it into everyday business. If the program is too long or the goals are unrealistic, it will backfire and turn into inaction from your team.

It’s also important to build trust within your team and treat them like people. Admit your mistakes, show empathy, listen to suggestions, and motivate. All of these factors will help you reach your goals.

 

Thank you for your support, 
Cari Burris
CEO