Larson’s Automotive Mission and Fundamentals
The mission of Larson’s Automotive is to develop and maintain the trust and loyal business of our clients by providing exceptional quality, convenient, and comprehensive automotive maintenance and repair.
We are not in the “car” business, we are in the “People” business. We are here for the People we serve. Our Clients rely on us to keep their vehicles operating safely and properly because their vehicles keep them, their children, and their entire family connected to their work, school, medical appointments, and their life. We strive to be the go-to auto shop for all vehicle needs of our clients. We aim to develop life-long relationships with our clients by putting our clients first, listening to their concerns, and understanding and responding to their needs. Our goal is to exceed the expectations of our clients by showing up with our best and giving them the greatest value through our knowledge, years of experience and continuous training in the industry.
The mission of Larson’s Automotive is achieved by our values. How we accomplish our mission represents who we are. It is our goal to conduct ourselves and our business in a manner that is honest and true, professional, and technically sound. This commitment is the foundation of how we relate to each other, our clients, and our partners. The Larson’s Automotive values and conduct drives our success!
The commitment to the Larson’s Automotive fundamentals is required by each team member.
The Fundamentals of Larson’s Automotive
1. DO THE RIGHT THING
Integrity is not about convenience. It’s an unwavering commitment to do the right thing in every action we take and in every decision we make, even when no one is looking. Make decisions which build strong, trusting relationships.
2. BRING IT” EVERY DAY
We each have a finite amount of time to work. Make the most of each day by approaching every task with energy, focus, purpose, and enthusiasm. Maximize your contribution by making the most effective use of your time.
3. CHECK THE EGO AT THE DOOR
Our own egos and personal agendas must never get in the way of doing what is best for Larson’s Automotive. Don’t take challenge personally or defensively. Being concerned with who gets credit, who looks good, or who looks bad is counterproductive. Make sure every decision is based solely on what will best advance Larson’s Automotive’s goals.
4. MAKE QUALITY PERSONAL
Here at Larson’s Automotive, we don’t do good, we do great! Take pride in the quality of everything you touch and everything you do. From the way you greet every customer to the way you answer the phone, the way you service a customer’s vehicle to the way you process the DVI and their paperwork, always ask yourself, “Is this my best work?” Remember absolutely everything “speaks” to our clients, and everything you touch has your signature. Sign in bold ink.
5. BE PERFORMANCE DRIVEN
We appreciate effort, but we reward and celebrate results. Set challenging goals, and then go after them. Don’t shy away from accountability. Numbers are the best tools we have to help us understand how we are doing and how we can improve our performance. Holding ourselves accountable for results is a reflection of our commitment to our mission.
6. GO THE EXTRA MILE
Be willing to do whatever it takes to accomplish the job… plus a little bit more. Whether it is starting early, staying late, or doing something that is not in your job description, it is the extra mile which separates the average person from the superstar. Be a superstar!
7. CONTINUOUSLY IMPROVE EVERYTHING YOU DO
Constantly evaluate and reevaluate every aspect of your job. Don’t be satisfied with the status quo. The most successful people and organizations are in a never-ending pursuit of improvement.
8. TAKE RESPONSIBILITY
Identify what you don’t know and find a way to learn it. Ask for what you need and take full responsibility for your success. There is no room for victims in a high-performance organization.
9. STRONG PROCESSES ARE THE FOUNDATION OF SUCCESS
From the very first client interaction to the time a repair is completed and the vehicle is picked up, our success is based on loyalty to best practices developed and honed from years of experience. Leverage these best practices to generate consistent results.
10. HONOR COMMITMENTS
Our clients are counting on us, and we are counting on each other. Do what you say you are going to do, when you say you are going to do it. If a commitment can’t be fulfilled, notify others early and agree upon a new commitment to be honored.
11. WE ARE ALL IN THE CUSTOMER SERVICE BUSINESS
Our goal is to deliver a service experience beyond the customer’s expectations.
12. DEMONSTRATE PASSION FOR LARSON’S AUTOMOTIVE AND OUR MISSION
Clients come to us with their problems. Listen to and understand their concerns. People don’t care how much you know until they know how much you care. Give them the peace of mind which comes from knowing they have a partner on their side. Devote your unbridled energy, enthusiasm, and passion to exceed the expectations of our clients.
13. LISTEN GENEROUSLY
Listening is more than simply “not speaking”. It is giving our undivided attention to the needs and priorities of others. Set aside your own judgments and preconceived notions. Listen with your heart and mind, with genuine care. Most importantly, listen to understand and empathize.
14. RECOGNIZE THE POWER OF BELIEFS TO INFLUENCE ACTION
Learn to understand the expectations of our customers and limitations of coworkers. Helping a coworker is often the first step on the road to their success while also meeting and exceeding a client’s experience.
15. SPEAK THE UNVARNISHED TRUTH
Say exactly what you mean. Putting a “spin” on what you communicate too often leads to confusion and poor decision-making. While it is imperative to be mindful of the way in which our message is delivered, only the unvarnished truth allows us to understand with the clarity necessary for success.
16. PRACTICE BLAMELESS PROBLEM SOLVING
Blame has no place in a high-performance organization. Fix mistakes by focusing on solutions, not on whose fault it was. Use these situations to learn, and then apply that knowledge by improving our processes to reduce the likelihood of repeating the same mistake. Get smarter with every mistake.
17. SET AND ASK FOR EXPECTATIONS
We judge situations not by what happens, but by how they compare to what we expected to happen. Nearly every misunderstanding can be traced to a difference in expectations. Learn to create mutually understood expectations in every situation.
18. EMBRACE CHANGE
Nothing stays the same. Change creates energy and excitement. Be inspired by both the challenges and the possibilities that change brings. The better and faster we are at adapting to change, the stronger and more successful we become as a company.
19. APPEARANCE COUNTS
Your personal appearance makes a strong statement about the pride you take in your performance. Dress neatly and professionally. The appearance of our office makes a similar statement about the quality of our work. Take responsibility to ensure everything a client sees is clean, neat, and professional. It is not someone else’s job. It is everyone’s job.
20. BE PUNCTUAL
Be on time for all appointments, phone calls, meetings, and promises. How you manage time sends a message about how you respect others and how you value your own commitments.
21. BE A SOURCE FOR ACKNOWLEDGEMENT AND APPRECIATION
Positive feedback is a tremendous energy source. Regularly give, receive, and ask for meaningful (timely, specific, impactful) appreciation and acknowledgement.
22. BE QUICK TO ASK AND SLOW TO JUDGE
There is always more to the story than you think. Learn to ask questions and gather the facts before jumping to conclusions and making judgments. Be curious about what other information might give you a more complete picture.
23. LARSON’S AUTOMOTIVE IS A FAMILY
We care deeply about and support one another. This includes our associates, our clients, and our partners. Look for meaningful opportunities to create personal connections that create a difference.
24. KEEP THINGS FUN
Laughter is like a lubricant that helps to grease the Larson’s Automotive gears. When we stop having fun, we lose the passion, energy, and enthusiasm to help people achieve their dreams. Be light-hearted and smile. Laugh every day!
