I believe this one of the most important fundamentals because it encompasses all the other fundamentals. Consider what type of reputation Famous Supply would have if we didn’t “Do the Right Thing Always”, “Execute the Perfect Order”, or “Listen Generously, and With Patience”? Abraham Lincoln said, “Character is like a tree and reputation like a shadow. The shadow is what we think of it; the tree is the real thing.” If we have poor character, there is no way to have a good reputation. The character of a company is often more important than the prices that they charge. On the conference calls, Marc has often talked about how many of our Famous associates go above and beyond for customers. By staying late, helping track down a hard to find item, or making an unanticipated delivery, their actions lead to Famous gaining a customer for life. On the other hand, we have all had experiences where poor service or attitudes have soured us on an entire company. No matter how good the price is, we won’t return.
After you have a good, or a bad, experience somewhere, what happens the next time you hear that company’s name? How many people do you tell about that experience? That is how a company’s reputation is built. Keep this in mind with every customer interaction. As Warren Buffett reminds us, “It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.”
I believe, that the Blaushild family has set a prime example for this fundamental. With the help of the Famous Associates, they have spent years building the reputation the Famous Supply has in the industry. They have continued to build on that reputation by implementing the Famous Fundamentals. Famous Supply is one of the top workplaces in Ohio. Countless customers and associates that have been part of the Famous Family for 30, 40 or 50 years! Nothing speaks to reputation better than having customer and associate loyalty that lasts a lifetime.
Showroom Associate & Kitchen and Bath Designer/Melwood