jan-2018

120 121 waywe treat people; we’re reallya people business,” he avers.“You can buyour product at home,but the reason you come to us is becausewemake people feel special.We do our best to be as transparent with the pricing as possible; there’s no bait and switch,there’s no price goes up after awhile.When you sign up for the plan,that’s what it is until you change it.If there’s a new one that’s better,you can change it at any time,and you knowthat we’re going to take care of you as long as you come here.” Treating its employees well is also part of theWire- lessWorld businessmodel.“We have a rewards system based off of guest experience,”McGinnis states.“When people do a good job andwe hear about that,wewant tomake sure that we’re acknowledging our team.It re- ally is somethingweworkhard for–tomake our team feel special.When people feel special,they’re going to be happier andwhen they’re happier,the guest is going to react more positively.It’s awin all around and it’s a better way to be.” That special treatment,according to Lubben,is one reasonwhyWirelessWorld has the lowest“churn” of the network,”Lubben explains.“If it were just price, thenVerizonwouldn’t be the number one carrier.In the Midwest,though,Verizon has better reception than the others,so that’s a differentiator for us.” “Andwhile convenient location helps you get them in the door,”he continues,“our people help keep them coming back.I challenge our sales reps,when they see a customer drive into the parking lot and park,to start walking to the door,and if theycan beat them to the door–great.Open the door for them,greet themwith a smile and just ‘wow’them.Roll out the red carpet for everyguest; make them feel important.” In fact,Lubben has promulgated a list of the compa- ny’s core values which he believes are the keys to its success.Number one is: “Customer Experience Is Every- thingWeAre–Good or bad,our customers’perception defines us.”The secondmost important value is: “Have anAttitude of Gratitude-Be gracious and appreciate what you have.Attitudes are contagious,picka good one eachmorning.” RyanMcGinnis,Director of Sales&Training forWire- lessWorld elaborates: “What makes us special is the WIRELESSWORLD