How to Get along and Prosper at Whitehouse Cherry - Essay Example

Running Head: Whitehouse Cherry How to Get Along and Prosper at Whitehouse Cherry In looking for people to hire, look for three qualities: integrity, intelligence and energy. And if they dont have the first, the other two will kill you. — Warren Buffet, American financier (b. 1930) In the following pages, you will find information regarding the ethical codes of conducted you are expected to adhere to while employed at Whitehouse Cherry. This code of conduct is designed to briefly introduce you to our company, explain what our company goals are, explain our goals for you, and describe the repercussions associated with not meeting the company’s needs. Whitehouse Cherry is a customer service oriented business, and has been for the last 20 years. Our customers are our highest priority, because there is no business without them. That being said, our employees are extremely valuable to us as well. No one person can run this organization; therefore, it is imperative that we hire associates who are friendly, knowledgeable, and understand exactly what their respective roles in the company are. We hold our associates to the highest ethical standards. We expect our employees to behave in such a way, on campus and off, that no shame or degradation will be cast upon Whitehouse Cherry. Business Ethics Business ethics, to us, is defined as behavior that would directly result in the loss of customers, or invite lawsuits. For example, good business ethics dictate that all Whitehouse Cherry associates keep all customer information confidential. This information includes their names, and all identifying information like addresses, social security numbers, and phone numbers. Our customers are assured that their information will neither appear on a listserv, nor will it be sold to solicitation companies or surveyors. As well, credit card information should only be entered into our database at the time customers are making purchases, whether in person, or via Web. Associates may not write down credit card numbers, expiration dates, or security code information wholly, or in part. If an associate experiences any difficulty entering credit card information into the database, please see a senior associate to complete the transaction. This rule applies to all forms of payment received by Whitehouse Cherry, including checks and Pay Pal accounts. Failure to adhere to any part of this rule will result in immediate dismissal of the associate, as per our agreement, written or implied, with the customer. Whitehouse Cherry associates must never discuss customers, except with pertinent personnel, and for business and problem resolution reasons only. Even then, non-pertinent personnel, and customers, must not be within hearing range of the associates in discussion. Associates who overhear non-pertinent conversations must a) keep the information private, and b) immediately report the breech to a senior associate who will take appropriate action. At the end of each business day, associates are required to lock up reports, or other information that can identify customers. Discard must be shredded, and never thrown into a waste receptacle. This protects information from secondary personnel like cleaning persons and computer repairmen, although they sign a confidentiality clause, and are required to immediately report breeches. Enhancing Behavior One of the golden rules of customer service at Whitehouse Cherry is to treat customers the way most people treat their grandparents. While are don’t appreciate constant, or unnecessary patronizing, they do prefer to be treated with respect. Upon greeting a customer in person or by phone, associates must verbally welcome the customer and introduce themselves – with a smile. When the transaction is complete, thank the customer for choosing Whitehouse Cherry. Ask them if they found everything they needed, and if they received satisfactory service. Any time a customer has any complaint, the initial complaint-taking associate must apologize for the inconvenience, ask the customer to be excused for a moment, and then bring a senior associate in to remedy the situation. This is the protocol that every junior associate must follow. If it is not followed exactly, the associate may be immediately dismissed from employment. At no time can a senior associate yell at or belittle a customer, regardless of the customer’s attitude. Anger begetting more anger does not solve any problems. The senior associate must remain calm, ask the customer what he/she sees as a satisfactory end to the situation, do whatever is reasonably possible to satisfy the customer, then thank the customer and invite him to visit Whitehouse Cherry again soon. Rules Implementation The rules above, and the ones that will follow, were implemented, and have changed slightly over the years, to best assist our customers. We believe that our customers have a wide variety of brick and mortar, or Web-based, businesses at their disposable, but choose Whitehouse Cherry because of our excellent reputation, willingness to accommodate them, and years of service in the community. It is not expected that customers in any way must abuse associates, but every employee must exercise the utmost patience in dealing with every customer he or she has contact with. Although personal morality should dictate good behavior, Whitehouse Cherry has come up with a system of bonuses and rewards, to honor stellar performances. Comment cards are given to each customer who visits in person, and a voice-activated system is used to gauge the performances of employees who are employed via Web. Points are accrued, or deducted, every time a customer can identify an associate by name. The customer has the opportunity to rate the associate as 4 – outstanding, 3 – good, 2 – fair, and 1 – poor. Every time an associate receives a 4, 2 honor points are accrued. A 3 is worth 1 point, a 2 is worth 0 points, and a 1 is deduction of 1 point. Every Whitehouse Cherry location chooses an Employee of the Month, based solely on the honor points system. Every December 1, points for the previous 12 months are tallied, and the top 10 percent of honor points earners receive a monetary bonus, up to $1,000, according to their rank. For example, the top 1 percent receives the full $1,000 (minus tax deductions), and the top 10 percent receives $100, etc. Ethics While Whitehouse Cherry serves no specific religious population, we do ask employees to conduct themselves on campus, and off, in a way that would never cast dishonor on our organization. The Code of Ethics is not limited to the items listed below. If an associate is not sure if a specific behavior is deemed unacceptable, please consult a senior associate prior to engaging in said behavior. Nepotism For years, Whitehouse Cherry maintained a strict no-nepotism clause. Now, however, biological family members and in-laws are not immediately discounted as potential employees. First, a potential hire must never use his or her relative as a reference. Every employee should want to be hired based on his or her own merits. Second, if a family member is hired, both employees must immediately report the information to their respective supervisors. Third, supervisors should do everything possible to ensure that family members do not work at the same location. Finally, if is necessary that family members briefly, or temporarily, work at the same location, one must be willing to transfer locations as soon as an opening in the same or similar position is available. Finally, under no circumstances should one family act as the direct, or indirect, supervisor over another family member. This information applies to biological family members, as well as in-laws, products of adoption, etc. Office Relationships It has been our experience that office relationships are usually trouble; therefore, employees are strictly forbidden from dating one another. Employees are strongly discouraged from entering into social events outside of the office. If employees choose to meet in an environment that is not work-related, an immediate supervisor must be informed. Other Unethical Behaviors Once integrity goes, the rest is a piece of cake. — J.R. Ewing, lead character in the 20th-century American television show Dallas Employees of Whitehouse Cherry are forbidden from performing, or having ever performed, in a capacity that required full or partial nudity. While employed here, employees are to refrain from public drunkenness. This, of course, includes driving while intoxicated. If an employee is arrested for any reason, a direct supervisor must be informed within 24 hours. An arrest is not grounds for immediate dismissal; however, failing to communicate the arrest will not be tolerated. Employees are never to use the password of another employee, and must refrain from entering the personal space or property of another employee (i.e. desk drawers, lockers, offices, etc.). Employees must return anything found to the nearest reception area immediately. A memo will be sent regarding the found items. Proof may be required to pick up items that an employee claims to be his or hers. Any items unclaimed after 14 days will be given to charity. Again, these behaviors are not the only ones considered unethical. Immediately consult a senior associate for clarity of any issues. Review Board Whitehouse Cherry maintains a review board that convenes any time unethical behavior is suspected, or proven. The review board decides how to handle each scenario, on a case-by-case basis. Review board members may change occasionally, but all board members are chosen according to willingness to serve, seniority, and those having no honor points deductions within five years of being asked to serve. Conclusion Hopefully, this handbook has been fundamental in explaining pertinent procedures to make you a successful, and long-lasting, employee of Whitehouse Cherry. Please see an immediate supervisor, or a senior associate, any time clarity is needed. The employees have an outstanding history with us, have shown a willingness to abide by this handbook, and we have the utmost confidence that they will help you with your transition into employment with our company. References Buffet, Warren. http://josephsoninstitute.org/quotes/integrity/html Ewing, J.R. http://josephsoninstitute.org/quotes/integrity/html Read More