Daniel Lerman has been managing Russian Universal Services since its inception in 1998. Today he manages a small staff of customer service agents who answer the phones and deal with the clients face-to-face each day. Like any customer centered business, constant training and mentoring of the staff is necessary, and Daniel takes this responsibility quite seriously.
Each day at Russian Universal Services begins with a brief staff meeting. Daniel expects the staff to report on the clients they dealt with the day before and what their follow-up activities are for the day. Of course, the staff has to be ready to deal with phone calls and walk-ins who may be new clients. This can get hairy at times but Daniel always steps in to help his staff when the support is needed. The morning meetings are also an opportunity for staff to voice concerns about something they are not clear on or what they need more information or training on.
Russian Universal Services does not experience much turn-over with staff, and this is due to Daniel’s great attention and appreciation of them. He knows that without their service, the business would not be as successful as it is now. He also believes that the more tools he gives them to feel good about the job they do, the more they will want to learn, and the better service they will provide.
Daniel ends the morning meetings with an inspirational quote for the day and a contest for the staff at Russian Universal Services. The person who takes on the most new clients will receive a bonus of some sort by the end of the week. It may seem a bit silly as it is not a sales business, but it really does motivate the staff. Russian Universal Services aims to remain a pleasant place of employment for their loyal staff.
Each day at Russian Universal Services begins with a brief staff meeting. Daniel expects the staff to report on the clients they dealt with the day before and what their follow-up activities are for the day. Of course, the staff has to be ready to deal with phone calls and walk-ins who may be new clients. This can get hairy at times but Daniel always steps in to help his staff when the support is needed. The morning meetings are also an opportunity for staff to voice concerns about something they are not clear on or what they need more information or training on.
Russian Universal Services does not experience much turn-over with staff, and this is due to Daniel’s great attention and appreciation of them. He knows that without their service, the business would not be as successful as it is now. He also believes that the more tools he gives them to feel good about the job they do, the more they will want to learn, and the better service they will provide.
Daniel ends the morning meetings with an inspirational quote for the day and a contest for the staff at Russian Universal Services. The person who takes on the most new clients will receive a bonus of some sort by the end of the week. It may seem a bit silly as it is not a sales business, but it really does motivate the staff. Russian Universal Services aims to remain a pleasant place of employment for their loyal staff.