Our customers include everyone we interact with inside and around the Castle. That includes paying clients, guests, employees, passersby.
We want to know who you are. We believe in the psychological value of acknowledging others and being "seen" by others. We want to know you by name and strive to remember your interests, preferences and something personal about you.
Life is busy and time is valuable. We do our best to respond to you as quickly as possible. As corollaries to this commitment, we set the goal to answer phone calls by the second ring, and to acknowledge everyone within 2 seconds.
First impressions are very important. We consistently welcome all customers and new visitors with a genuine warm smile, eye-contact and offer of assistance. We recognize that our personal life challenges are our own, and always bring our best attitude to work.
A product, service or unique equipment may bring you to us. What keeps you coming back is the atmosphere, the energy, and the personality of the people inside the Castle. We share our passion and belief in what we do, and take care that the physical environment and aesthetics of the place reflect that passion. All of us are janitors or maintenance technicians when necessary to correct a deficiency that is within our reach.
Follow-up, Communication & Continuous Improvement
We listen to and welcome your feedback; it is a privilege without which our culture stagnates. We are a living, breathing and changing organization. Open communication with you is the key to our success. We pay the most attention to the feedback that is most painful, for it affords our greatest opportunity to grow.
New customers may feel intimidated about learning what we have to offer. We use our genuine manners, care, attention and respect of boundaries to reduce those barriers.
Our job is to inform you of our wellness resources - sharing our excitement and strong belief in what we do. We are here to empower you with knowledge, skills and confidence. So we enroll in continuing education, become customers as often as possible, and experience first hand what we have to offer.
YOU are the reason for the existence of the Castle. We are aware of this fact at all times, and remain present for you in every interaction. Without you, we do not have a job here.
We encourage you to try and experience what we offer. We strive to make ourselves available to explain, demonstrate, and demystify our environment for your greatest enjoyment.