I recently had the pleasure of speaking for Mr. Rooter, Mr Appliance, AirServ, and Rainbow International. Each of these successful franchises is a part of The Dwyer Group. My experience at their annual reunion was a profound one for me. Rarely does one witness Integrity in Action. The Dwyer Group headed by Dina Dwyer Owens, stands as a shining example. The Dwyer group developed a code of values that it operates within.
The R.I.C.H. code of values is as follows:
Respect…treating others as we would like to be treated.
…listening with the intent to understand what is being said and acknowledging that what is said is important to the
…responding in a timely fashion.
…speaking calmly and respectfully, without profanity or sarcasm.
…acknowledging everyone as right from their own perspective.
Integrity…making only agreements we are willing, able and intend to keep.
…communicating any potentially broken agreements at the first appropriate opportunity to all parties concerned.
…looking to the system for correction and proposing all possible solutions if something is not working.
…operating in a responsible manner: "above the line…"
…communicating honestly and with purpose.
…asking clarifying questions if we disagree or do not understand.
…never saying anything about anyone that we would not say to him or her.
Customer Focus…continuously striving to maximize internal and external customer loyalty.
…making our best effort to understand and appreciate the customers' needs in every situation.
Having Fun in the Process! © 2011 The Dwyer Group, Inc.
In this world of cut throat businesses it is so refreshing to see a business base their model on doing the right things. When at the Dwyer Group Reunion, I was struck by how the Code of Values permeated the air. Every group I spoke with were genuine, truly helpful people, who wanted to get ahead but not at anyone's expense. Before speaking with Mr Rooter, I was able to witness it's president Mary Kennedy Thompson ask the group a question," Who in this room is willing to be a mentor for a new franchisee?" I watched as person after person stood. The Code of Values was thick in the room as Ms Thompson then asked the room to turn to those around them and share something they appreciated about them. The gentleman to my right turned to me and said," I was in the room when you came in an hour before we began and I really appreciate your professionalism. It gave everyone a lot of confidence that you were the real deal." I was struck with how quickly the gentleman had an appreciative remark. It was second nature to him. I returned the remark expressing how impressed I was at the supportive and nurturing environment that had been created in all of the Dwyer Group.
After the days events concluded I found myself at the pub in the resort surrounded by many of the franchisees. Each was open and wanted to talk. I was fascinated by the culture The Dwyer Group had created and decided to take a little poll. Each franchisee I spoke with I asked one simple question," Why did you choose the Dwyer Group to work with?" Consistently I heard," The Code of Values." It is said that, "Like Attracts Like." I found that within the Dwyer Group and all of its companies was a R.I.C.H. culture of Respect, Integrity, Customer (and Motivational Speaker) Focus, and they all were Having Fun. Well Done Dwyer Group.