Building a business on real values

One thing about growing as a business is that you are onboarding quite a number of new clients at the same time. When this is the case, it’s all too easy to let standards slip and service levels drift downwards.

A few years ago we looked at the values of the Kimpton brand and agreed three core values for the whole team to understand and work with. The good news was this was more of an exercise in capturing what we already do, than trying to drive the business in an altogether new direction.

Those three values are:

• Focus on Customers
• Integrity in Everything
• Teamwork wins

Easy to say, harder to deliver.

So, this week, when we received an email from one of those newly onboarded clients, it makes the whole team feel proud.

Dear Andy

I just wanted to drop a note to say thank you to you and your team members for such a brilliant first start to the ppm and how the transition from our long term existing contractor to Kimpton has gone better than I ever expected.

All the engineers that have attended so far have been fantastic. They have followed jobs through to finish without long delays, they have taken time to get to know the site and worked diligently on site and I have received positive feedback from other team members . Please pass on my thanks to Mark and James who have done an excellent job with the lighting in the reception and obviously you for managing them!

Kind Regards

We’re extraordinarily pleased to receive this and for us, it’s reassurance that we are still heading in the right direction and doing the right things right.

Aiming to create customers for life has been the Kimpton way since 1963, so it’s good to see it still working today, 60 plus years later.