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Client First™
CLIENT FIRST™ is an ideology and philosophy developed by Robb M. Corwin to provide a basis from which all actions, attitudes, decisions and problem solving is generated. It is a belief that we must enjoy what we do in order to be great at it. It is never being satisfied with an end product that is 99%. Anyone can be 99%, only the dedicated achieve 100% perfection. Client First™ is all about "Paying it Forward"… making a difference in someone’s life, because it is the right thing to do; not to reap the rewards or gratification.
CLIENT FIRST™ sets a positive mental attitude. Look at a problem as a challenge, and look for the lesson in every challenge. Challenges are desired in order to stimulate the mind and creative thinking. The mind must continue to be challenged in order to grow and stay sharp.
CLIENT FIRST™ is exceeding everyone’s expectations by providing better service than ever expected, treating people better than they have been treated, having answers to every question. It is being flexible, being able to change; being able to adjust to a situation. It is having pride in your product or service, and demonstrating that pride with every action you take. Client First™ teaches Associates to address all clients and all of their guests as Ma’am and Sir, making the client and their guests feel as though they are welcome and are the most important people at that moment. Associates never say, "I don’t know" or "I can’t". An Associate will respond with "Ma’am or Sir, give me just a minute and I will find out for you."
CLIENT FIRST™ is acting as though you are an ambassador to the event. An Associate is the first contact that a client and their guests will have with the event. The perception they get at that moment is what they will carry with them into your event. Upon leaving the event, an Associate is the last contact they will have with the event. Make it a positive one. What the client sees in you as an Associate is a direct reflection of how they perceive the event. It is never saying "That’s not my job". At ProEM, an Associate’s job is to perform whatever duty or function is necessary in order to insure the success of the event. Everything is an Associate’s job. An Associate’s duties will continue to change. It is being able to explain and discuss policies with the clients; being able to help them understand why an Associate has to perform a certain duty, whether it is taking tickets, checking bags, directing traffic or securing a station.
CLIENT FIRST™ is looking for a way to help someone (i.e., opening the door for someone carrying a handful of packages, asking people to move for the person pushing the garbage cart, giving change to a person who needs to make a phone call), always looking the person you are addressing in the eye; going to eye-level to speak with others (i.e., children or clients in wheelchairs). It is a simple smile. A smile can make all the difference in the world. A smile may make a 115° day a little cooler. A smile can make someone’s day. A smile can take someone’s mind off of his or her troubles. Offer a smile to everyone and reap the rewards.