“To know the customers are happy makes me happy,” she says. “I give 100 percent of myself to my customers and the company.”
That philosophy is deeply rooted in Everett’s Team North, which was recognized as 2010 National Team of the Year at the recent annual convention of The Maids in Omaha, Neb., where the home services franchisor is based. Team North received the highest team honor from The Maids for exceptional quality that includes dedication to outstanding service, building strong customer relations and achieving continuous improvement.
“North Team 3 is dedicated to ensuring their customers’ satisfaction,” says Dianne Bjorn, franchise owner. “We are proud of their commitment to their customers, as well as to each other. They continuously strive to exceed their customers’ expectations and it shows in their customer satisfaction scores.”
North Team 3’s customer satisfaction scores make the points well. The team has consistently garnered a customer satisfaction score of 100 in both cleanliness and attentiveness. Their “likelihood to recommend” score is 97.9 percent, higher than the national franchise average. Customer satisfaction feedback is gathered and scored through an online and phone survey program.
The Maids of Everett services the residents of Bellevue, Bothell, Duvall, Edmonds, Everett, Issaquah, Kenmore, Kirkland, Lynnwood, Medina, Mercer Island, Mill Creek, Mukilteo, Redmond, Renton, Sammamish, Snohomish, Snoqualmie, Woodinville and surrounding communities in Washington.
At the Omaha conference, Lopez and Maria Bernal represented Everett’s North Team 3, along with manager Emilia Hehir. Bernal credits Hehir for her patience and effective leadership and appreciates working for a company focused on treating employees with respect.
“I feel very fortunate to receive this honor,” Bernal says. “I have never won such an honor as this national recognition.”
As part of the prize, North Team 3 enjoyed a day of pampering at a local Omaha spa prior to the awards ceremony. Team members also received a plaque and cash award.