Asset Link Service Reflects Internal BeliefsIt's not everyday that a consultant has the opportunity to truly feel they have contributed, no matter how small or large, to a positive ongoing cultural program that is making a difference. While following up with this client, I was so excited at their success I wanted to share a little of their achievement and hope that it inspires others.
them apart as an employer and service provider of choice.
- Project Managers
- Security Officers
- Emergency Services officers
- Call Centre Operators
- Maintenance Operators
- Building Inspectors… and the list keeps growing.
|Wayne Gobert, OAM|
How their people interact with a customer is at the centre of their job and seen as the reason Asset Link exists. The Customer Service training module was initially rolled out to staff at Melbourne Airport. The positive response has led it to be incorporated into Asset Link’s newly developed on-line training program for all front-line staff.
“Truthfulness, openness and transparency are essential characteristics in a great team. During any job you meet different types of people. Every person needs to feel that we can trust the person we’re asking for help and feel confident the other person has the ability to help.”
Asset Link people live by signature behaviours without exception. They are a real and living
promise to their customers and each other. It is these guidelines that form a rule book to help their people live well and keep expectations clear, how performance is measured and form the basis of company decision making that sets them apart from their competitors.
“No matter what the customer is thinking, feeling or saying, when you show sensitivity, sincerity and respond positively, they know that you see them as a human being in need.”
A business only survives when it has happy customers and the staff that are willing and have the skills to make them happy. The success of the It’s About You program is self-evident.
Asset Link won the 2013 Australian HR Institute Award for Cross-Cultural Management and the BSCAA NSW Excellence Awards Lennox Innovation Through People award. Specifically, Paul Morall said on presenting this award: “The company that was chosen had the ability to recognise the need for change and understood it, and then most importantly, implemented a strategy to make it happen.”
This success isn’t surprising with Wayne Gobert at the helm. He is a highly experienced HR professional providing innovative focus throughout his career and reflects a high value system in all his endeavours. Wayne was awarded the OAM in 2011 in recognition for his work with a variety charities including Variety, Blue Earth, Sailors with Disabilities and Westmead Children’s Hospital Brain Trauma Unit.