Values as Good as My Gym
My family and I moved to Oak Park, Illinois almost twenty years ago. We quickly took to our Village where you seem to know about everyone, but you are a short train away from downtown. Yet, for years, we missed our gym in Chicago. We tried a few options, but did not find anything like we once had until we joined FFC, a local chain with a branch that opened not that long ago in Oak Park. As they say on their website:
At FFC, we know that if your health club isn’t convenient and your fitness and wellness program isn’t easy to maintain, it can become tempting to make excuses.
They cite key factors that appeal to us like being close to home, free 2 hour parking, and classes to fit your schedule. I agree with all of those, and there’s a lot more too if you ever want to go check the place out (mention my name so I get the referral bonus!). A few weeks ago, I was waiting for a class, and I noticed several banners listing their values. I realized their values were mine. I just had never put them to paper (or hang them from the ceiling).
They state:
We operate on the basis of the 5 core values of Improvement, Safety, Friendliness, Superior Service and Integrity.
So do I!
Improvement
My first employer, Arthur Andersen, had this period, which seems ironic in retrospect, where they wanted to win the Malcolm Baldridge Quality Award. So, we learned a lot about the idea and process of continuous improvement. Lessons I’ve carried since I left Andersen for my own shop. I work hard every year to improve in two ways
The product I deliver including how to research, how to present findings, and what you think is vital
The state of art when it comes to public record research including legal developments and what is and is not “online.”
Safety
Yes, what is safe for a health club is a lot different than what is safe for business research. I’m not trying to keep you from wrenching your back. Safe for me means you can make business decisions, from managing transaction risk to looking to enforce a judgment because the information I provide is grounded in legitimate sources of inquiry. If there’s a key article or a lawsuit or anything that matters, I am going to give you the copy. Safety means to me, that you are acting with good information. It makes sense that both the gym and me care about it.
Friendliness
As I noted above, I can very much vouch for the quality of my gym, and when they say they want to be friendly, they damn sure are. From the person who checks you in, the person who drags the bikes into the room, to convert an empty space to a “spin room”, to the person who then leads you in that spin class, it’s a friendly place. Your interactions with me are generally a lot shorter and less intense. I won’t be washing your towels. I like to think I’m just as friendly.
Superior Service
Here I’d like to think I’m ahead of the gym. It’s not that they give bad service. They give good service, very good service, but if a gym does not give good service, I’m somewhere else. Of course, you can say about me or any professional. Superior Service is a given. It is. Still, I have the luxury of working for myself. It means if you call me this AM, I can have you something for you by this PM. I am not burdened with conflicts and huge sunk onboarding costs, which means I can react quickly to your needs. I’m also just as likely or willing to work on Sunday and take Monday off if that’s what it takes. I pride myself on fast turnaround, especially because I know how to find so much using the computer. I strive to be superior in my service.
Integrity
Again, do not you want integrity from your professional. Really, I do not want to brag about having integrity. It’s a value that I want to have without needing to promote, but a vehicle is a vehicle, and if I’m going to use FFC’s values, than I’m using FFC’s values. Put another way, if they can tout their integrity than so can I. The health club business has been victimized over the years by shady operators. And even the best of gyms may strong arm your initial membership. Business research is not something known for similar issues. Still, I want to let you you know that integrity means I’m not doing anything illegal. I’m not obtaining tax returns or tapping phones. I’m respecting acute and specific concerns like the Fair Credit Reporting Act. I’m also not promising things I cannot do; for instance, if you want surveillance or other activities outside my scope of practice, I’m not going to do it. I have many trusted relationships to handle things I won’t.
To finish, what I started, I will quote FFC:
We pledge to conduct our business with honesty and transparency and treat all staff, members and guests with respect. We are committed to listening, understanding and responding to the interests and needs of our members and promoting an environment of friendliness, motivation and fun in which our community is encouraged to make positive lifestyle changes.
Just switch some of the words around. Clients, colleagues, vendors instead of members, staff, guests...positive lifestyle changes to manage risk and react to unforeseen events. You know.