As one of the oldest and largest elevator companies in the world, Otis Elevator Co. services more than 2 million elevators around the world every single day. On any given day, a staggering 2 billion people use Otis products.
We often take elevators and escalators for granted in our modern world, but they’re a big part of what keeps us moving. As Judy Marks, president of Otis Elevator Co. says, elevators are the spine of a building.
How do you stay on top of such a large undertaking and provide great service to millions of customers around the world every day? It starts with an absolute focus on customers and empowering employees to get the job done.
Otis has more than 33,000 technicians at 1,000 field offices around the world. On any given day, the vast majority of employees are with customers, ensuring that their elevators are working properly and that they’re satisfied with the product and service. That can be a tall order, especially when some elevators are more than 100 years old and require drastically different technology and parts than more modern elevators.
“We challenge our employees for lots of independence, whether they’re in sales or service, and we entrust them that they’re going to represent themselves well, and more importantly represent the company and the brand,” Marks says.
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Culture plays a huge role in making sure the work gets done well and that customers are satisfied. When employees feel valued and appreciated, they’re more likely to extend great service to customers. Otis lives by five culture principles to help keep things running smoothly. The principles can be applied to companies in other industries, no matter if they’re touching 2 billion customers a day or 20.
1. Celebrate imagination. Otis encourages new thinking and risk-taking. It embraces new technology and encourages employees to innovate.
2. Create a work family. Otis encourages employees to support and trust each other. Even though most employees are in the field, they can still empower and inspire each other.
3. Embrace diversity. Otis has employees from around the globe. The company realizes that the best ideas come from diverse teams with different points of view. Otis employees value and respect the culture of every country they’re in.
4. Collaborate to serve customers. Employees are better together. Although everyone has different responsibilities, they all work together to get the best results for customers.
5. to be the best. Otis isn’t afraid to set big goals. The company wins together as a team.
Although Otis employees generally work autonomously, they are all part of a larger culture that values teamwork, innovation, and diversity. That strong culture is a part of every customer interaction and shines as employees do their best to create satisfied customers.
Marks often meets Otis mechanics with incredible ownership over their products. “This is my building,” they say. The company provides the best technology and tools to build that ownership so all employees want to do their best.
So, how do you serve billions of customers every day? Create a strong culture and empower employees to put in their best effort.
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