|
The SageRock team is made up of very smart, very socially conscious
people. Perhaps more than anything, we are people who care about our
community and our world. We are people who are genuine and honest. These
traits reflect directly in how we work at SageRock. These traits are the
foundation of our principles. Every decision and action we make is based
on these principles. This set of principles are called The SageRock
Experience.
The SageRock Experience is made up of 8 main areas. These are:
THE SAGEROCK CORE VALUE
The concern, respect and empathy for the individual people we come in
contact with at SageRock is our single core value.
The world can be cold, unforgiving, unconcerned for the individual.
SageRock is an oasis for the individual.
Top
THE SAGEROCK PURPOSE
To enhance the lives of the SageRock team and consequently all others
who come in contact with us in ways never thought imaginable. This is why
we are here.
Top
OUR FANATICAL FOCUS
We promise the highest level of quality service a service business can
provide.
Top
SERVICE STANDARDS FOR QUALITY
Standard #1 Integrity
Standard #2 Efficiency
Standard #3 Courtesy
Standard #4 Show (What it looks like)
Top
SHARED VALUES
|
Trust
Relationship-focused
Results Oriented
Balance
Courage
|
Diversity
Honesty
Integrity
Openness
Respect
|
Top
SAGEROCK COMMITMENT
All members of the SageRock.com team are to be treated with the highest
respect, consideration and empathy. The care and comfort of the team is our
highest mission
By holding ourselves in the highest regard, we will always provide our
clients with the same respect, consideration and empathy.
SageRock.com works deeply in select, long-term relationships. We are
always trustworthy and produce results-oriented work with comfortable
professionalism.
We only do what is best for the client.
Clients Desired Response
“I trust the experts at SageRock.com to take care of every aspect of
our search marketing, and I plan to work with them over the next few years
to establish and refine our online marketing until it is a well-oiled
machine.”
Prospects Desired Response
“I like the straightforward, custom approach SageRock takes to search
marketing. I believe they are honest, competent experts that can do what
they promise and are worth the money they charge.”
Team Desired Response
“We are top experts in search marketing. We never over promise or lie
to clients. We always operate ethically. If we say we can do it, we can.
We provide clients exactly what they need to fulfill their long term web
marketing goals.”
Partners Desired Response
“We trust the experts at SageRock.com to handle our clients SEO
completely and work with them efficiently and effectively to give our
mutual clients the best design and web marketing possible.”
Competitors Desired Response
“We respect SageRock.com because they are a firm full of experts with
a history of exceptional results and a force to be reckoned with in the
web promotion market.”
Top
3 STEPS OF SERVICE
- Organize - Take control of every interaction with a client or
team member by breaking down what needs to happen next into easy action
steps. Realize that every interaction needs the 3 steps of service. You
control the interaction by controlling the expectations.
- Present - Tell them (in writing when possible) what is going
to happen and when it is going to happen.
- Implement - Carry out exactly what you said would happen. If
it is not possible, repeat the 3 steps of service for the updated plan as
soon as possible.
Top
20 SAGEROCK FUNDAMENTALS
- The SageRock Core Value and Purpose is the bedrock of all we
do. Our purpose and what we value never changes.
- Our fanatical focus is what distinctly separates us from all
of our competitors and all other service companies. This is always
our ultimate goal. A relationship with SageRock.com is experiencing
the best service a business can offer.
- The 3 STEPS OF SERVICE determine how each interaction with
clients and team members is implemented. Following these steps
minimizes confusion and creates the highest level of communication.
- The SageRock.com Commitment is how we act. It guides every
interaction we have. Respect breeds respect.
- Company values and goals are communicated to the entire
SageRock.com team. Our values and goals are to be known and owned by
everyone.
- As part of a small team, everyone has the opportunity and is
encouraged to be involved in the day-to-day operations and overall
plans of SageRock.com.
- Any lapses in operations should be continuously identified and
modified by each team member to always offer the highest level of
service and most efficient process.
- It is the responsibility of each team member to create and
add-to a work environment that is comfortable, rewarding and
non-threatening. Everyone has these basic rights of work.
- Each team member is empowered. Anyone from the team is
permitted and encouraged to hold off regular services and attend to
a special need or problem that deserves immediate attention.
Everyone from the team is also encouraged to use SageRock.com
resources to quickly resolve an urgent opportunity.
- To provide the highest service for our clients, each team
member is strongly encouraged to identify, record and acknowledge
individual client preferences and personal attributes such as
birthdays, anniversaries, children’s birthdays and special days at
their company.
- Use SageRock.com telephone etiquette. Always have someone
available to answer the phone even if it is just for a moment.
Answer within two rings. Use the client's name when possible. When
necessary, ask the caller "May I place you on hold?". Do
not screen calls.
- Use SageRock.com email etiquette. Always answer an email
within two workday hours. If it will take longer, immediately inform
the client that it is being worked on and when you project them to
get an answer. Use auto responders if you are going to be out of the
office more than two days. Be courteous and kind – jokes and
sarcasm can often be taken wrong. Never email when angry.
- Don’t raise expectations you cannot meet. Under promise and
over deliver. The success of any service business is based on how
true to word the business is.
- You cannot say “thank you” enough. Anytime there is an
opportunity, thank the client for their time and commitment to
SageRock.com.
- Everyone in the SageRock.com team will continually take new
classes increasing their education. A better person makes for a
better company.
- Understand the client as a person and then satisfy the
person.
- Ignore industry standards. They are poor.
- Be creative in ways to impress and surprise your client. The
SageRock.com experience is unlike any other business experience.
- Study and master the points of contact. They are relatively
few and far between. Refine, polish and perfect each point.
- Be creative. Every SageRock team member is encouraged to
spend up to 15% of their time on projects outside their normal
workload. The only specifications are that these projects adhere to
our Core Value and Purpose.
Top
|
