Chains franchise bureaucracy. Rossmann franchises common sense.
Direct communication with technicians is important to avoid silly situations.
The Rossmann Group started as a one man business. One man businesses have the advantage of offering direct communication with the customer. Situations like the one pictured below happen everyday around the world at other repair shops.
We’ve maintained high standards so our employees can come up with solutions specific to your problems.
It’s hard to maintain personalized service as a business expands and takes on more tickets. To be quite honest with you, it’s hard to avoid becoming the business in the aforementioned comic! So how did we?
We hit a fork in the road. We could create specific standards & rules so any low level employee can run the business, or keep our employment standards high and “franchise common sense.” The latter is much more difficult, but much more rewarding.
We’ve hired talented people and freed them from standards, micromanagement, performance metrics and bullshit.
I focused on creating a magnetic work environment where talented individuals would feel at home. When you provide people with the tools needed to succeed and free them from the shackles of bureaucracy, the results are amazing. The people here have elevated kicking ass at their job to an artform. Here’s one example of how repair facilities guided by performance metrics are forced to screw over the customer.
Our employees are empowered to make decisions to help you out of your unique problem.
Our staff isn’t following a manual and trying to pigeonhole your problem into one of its pages or services, or specific solutions when a problem arises.
I encourage the staff to use their brain to come up with custom solutions tailored to your timeframe, your budget, and your specific problem – and to follow through to make sure they understand what you need. Every employee here understands how our supply chain works & how our processes work. As a result, each one of them is empowered to come up with a custom solution for your situation.
We have done our best to standardize common sense – and you will notice the difference.
You won’t find people here going “this person has to approve of that, wait until he comes in to explain this to you.” You can deal with any of us – and get the same positive outcome. Our staff understand how to get the right information from you. As a result, they do the job right; the first time.