When you walk into work for the day, the environment should be better by having you there. Treat your peers as your internal clients; this will result in a better work environment and an improved customer experience. Leave outside issues at the door and bring a positive attitude.
What does “Contribute to a Positive Environment” mean to some of the Mosaic team members?
” ‘Clear eyes, full hearts, can’t lose.’ When you come to work and interact with a team member or a client, have a clear vision of the day ahead and avoid distractions, you will have a great day.”
“A positive environment is a place where people enjoy working and living. Contributing to a Positive Environment is doing your part to bring enthusiasm and charisma to all atmospheres of life.”
“Contribute to a Positive Environment means that we take interest in the lives of our team, clients and trade partners. We ask questions, we check in with them, we think of others and how we can be supportive and help them with their work.”
“Contributing to a Positive Environment means make the experience positive for the client. Construction is dirty, noisy and disruptive and we cannot change that. We can set realistic expectations for positive, achievable outcomes and do it with a smile!”
“Use language that is upbeat. Challenges, not problems, for example.”
“Respect everyone. Have fun.”
“Contribute to a Positive Environment means bringing a happy energy to the work place, leaving your problems at the door being a positive person and helping hand your team.”
It All Comes Together when we Close the Loop on all action items and communications. Follow through on what is promised internally and externally. Be accountable and complete tasks in their entirety.
What does “Close the Loop” mean to some of the Mosaic team members?
“Our timeline with clients is not a straight line. There can always be more opportunities to strengthen the relationship through outreach, communication, and interaction.”
“Closing the Loop means finishing out the project strong. We don’t just begin with a good start, yet we are there for every step of the project and will be there after the project is finished to help with anything they need.”
“Close the Loop means we are focused on open ended items that require our energies and commitments. Closing the Loop improves our client experience and is important to maintaining a great reputation.”
“Closing the Loop means we finish what we start. We set and meet the expectations and we walk the talk.”
“Make sure we finish the project with the same enthusiasm that we started with. Closing the Loop means keeping the client abreast of what we are doing after their project is completed.”
“Follow up. Make the phone call. Send the email.”
“Follow up! Completing a job from start to finish. Ensuring each step is done and nothing is missed. Following up with the client after the job is complete to make sure they are happy.
In order to have It All Come Together, we must understand who the customer is and what is important to them. Building relationships creates loyalty, trust and a shared vision; it also creates a strong culture and work environment. Strong relationships with our office team, trade partners, and clients lead to a successful and focused company.
What does “Build Relationships” mean to some of the Mosaic team members?
“We are a relationship based company, not transactional. Our clients work with us again and make referrals because of the quality of our work we provide as well as the trust they feel and respect we show. Clients know that when they hire our team, we treat their project as if it were our own.”
“At Mosaic we build relationships with our clients, our trade partners and within our team. Building relationships requires trust. We want all of our clients to feel that trust and know they can rely on us 100%.”
“Building Relationships means we understand our prospect/client needs and what is important to them. We focus on the person and not on the project. We value transparent communication and loyalty. We work hard to create valuable relationships with our clients and trade partners.”
“The foundation of our business. We are not a transaction but an experience that is relatable and replicable through the course of many projects over many years. Building Relationships also means that our clients can count on us as a resource and consultant long after the projects have been completed.”
“Always be cognizant of what each relationship can bring to each participant. Communication is the key to building relationships.”
“Building Relationships means we are respectful to our clients and trade partners. We remember personal tidbits about our clients lives and ask about them when we speak again.”
We use our experience to incorporate consistency, quality and efficiency into our work. Be prepared and adhere to processes to eliminate mistakes and stick to timelines. Doing it the right way means ensuring we deliver on our client’s needs while working with integrity.
What does “Do It the Right Way” mean to some of the Mosaic team members?
“Listen to the client, address their needs, be professional. Respond to their concerns and questions.”
“Doing it the Right Way focuses on excellent client communication, industry leading construction standards, and exceptional customer service.”
“Do it the Right Way means we are consistent and efficient in all areas of our company both internally and externally. We focus on our promises and work to ensure a ‘client for life’ mentality. We accomplish this through timely communications, proper setting of expectations, completing the project successfully and earning any referrals from our relationships.”
“There are many right ways to accomplish the task at hand keeping in mind what is right for our specific client”
“No short cuts”
“Always follow through to ensure we are taking the steps needed to complete the job without short cuts.”
It must All Come Together internally to be able to deliver on our brand promise. Communicate our story, live the brand, and embody the Mosaic Actions; to create a stronger, more effective team that delivers on the customers’ expectations.
What does “Communicate Our Story” mean to some of the Mosaic team members?
“Communicating our story gives a transparent view into who we are as team members. Our story allows us to develop and engage in relationships, not initiate transactions.”
“Communicating our story means showing our clients how our past experiences have helped get us to where we are today. We are built on giving clients a better experience than they expected; with focus on communication and planning all the way to the finish line.”
“Communicating our story provides the history of our company and focuses on our client’s needs and the quality of our work. We strive to complete each project as if we personally owned the asset.”
“It means that we have to be relatable to our clients and trade partners. Our story and how we operate is not a pitch, yet a way of letting our clients know that we understand their needs and will help them articulate what they want to accomplish.”
“Explain who we are and what we do.”
“Listening to our client and when the timing is right describe our construction knowledge and abilities.”
“It means that we let our clients know how we got to where we are today, showing them how much we have grown and that we are a referral based company.”
It is our job to anticipate our clients’ needs and bring our collective vision to life. When we understand expectations, we are able to deliver on our promises and anticipate potential problems.
What does “Anticipate the Needs” mean to the Mosaic team members?
“It means being ready for the questions that come up, being prepared for the concerns that will arise, forming the solutions for the problems that haven’t happened, and asking the questions that need to be asked.”
“Anticipate The Needs means understanding who you are working with because every client is looking for something a little different. Once you are familiar with the individual’s wants, you can better prepare for project questions and challenges that may arise.”
“Anticipate The Needs means that we understand and set expectations for each step of the sales/production process with our prospects/clients. We are a proactive company focusing on staying a few steps ahead of our clients and trade partner’s needs. We are problem solvers, not order takers.”
“Based on our past experience, we are able to guide our clients toward making good decisions by presenting them with previous examples of successful outcomes.”
“We are able to see items that we can help improve before they become more expensive.”
“Think ahead, know people’s expectations.”
“Listening to our client’s needs and wants. Showing them you are on the same page gives them the confidence the job will get done how they imagined. Always following up.”
It all begins with a process and it continues with our brand.
A Brand DNA is the starting point from which all other communications and strategies come.
The DNA of the brand should:
-Reflect your core values
-Answer the question, “Why Mosaic?”
-Be the framework for all internal and external communications
Our brand was developed to reflect the desired beliefs of our team members and customers and motivate their actions.
The DNA of Mosaic reflects our core values
- We believe that everyone should enjoy the spaces where they work and live.
- We understand that the definition of beauty is unique to each owner.
- We create living and working environments that align with our clients’ wants and needs.
- Through our consultative approach, we focus on learning about our clients and their plans for their new spaces. Our goal is to make their vision into a reality.
- We promise that it will all come together to exceed client’s expectations and fulfill their vision!
- The Mosaic Actions were developed in collaboration with all team members to describe how each of us can create an elevated experience for customers and for each other.
- The Mosaic Actions differentiate the way Mosaic does business.
- The Mosaic Actions are how each team member lives the Mosaic brand, It All Comes Together.
What do the Mosaic Actions mean to some of the Mosaic team members?
“The Mosaic Actions are the words that guide how we conduct ourselves and our business. It is not only a motto, but also a guarantee to our clients of the standards and expectations we hold ourselves to.”
“The Mosaic Actions are what our company strives to accomplish within our company and with our clients.”
“The Mosaic Actions represent how we act and think about all facets of our company. The Actions are a framework for us to maintain our excellent reputation with our team, clients and trade partners. We use the Mosaic Actions to create an elevated experience for our clients.”
“They are a script of statements that not only define who we are but are a reminder of the ideals we expect to live and breathe.”
“It’s the language we should use in all of our communications.”
“It’s our team’s constitution and we all should follow it.”
“They are our building blocks to ensure a healthy work environment so our team excels at providing a high level of client satisfaction”