Planning is a strong component of Roscoe's culture and a key contributor to our success in the Chicago uniform rental market. This uniform and mat rental company works with CMI founder Bruce Hodes after a "chance" meeting at an INC Magazine Customer Service Conference in Florida over 20 years ago. But, as we learned from Great by Choice, a reading assignment for the cross functional planning team, your return on luck is higher if you follow the principles outlined by Collins and Hansen.
Great by Choice identifies companies that thrived 10X better than industry standards in uncertain and chaotic times. The book provides examples of companies serving consumer and business to business markets that followed a similar set of principles to include;
- 10X Leadership – Qualities that drive 10X more success
- 20 Mile March – A long term focus on a BHAG (Big Hairy Audacious Goal) and the tenacity to achieve it
- Fire Bullets Then Cannonballs – Introduce new concepts, products and services in measured test doses to allow for customer / market feedback and refinement, followed by a strong rollout
- Specific, Methodical and Consistent Recipe – The operating code for turning strategic concepts into reality – a set of enduring practices that promote successful outcomes
- Return on Luck – By following the principles of Great by Choice, 10X companies minimize the impact of bad luck and maximize the upside of good luck
The concepts and companies discussed in Great by Choice provided the Chicago uniform company leadership team with an opportunity to reflect on past practices that built on our foundation of excellent customer service and operational excellence – enhancing our brand and stature in the marketplace. It also forced the Chicago mat company to confront times when we were not guided by our P.R.I.D.E. Mission and Core Values with less positive results. Our 20 Mile March is represented through a number of ground breaking achievements that Roscoe has embarked on since 1921, to include pioneering industry best practices in product offerings, production methods, environmental sustainability, merchandise tracking, ISO 9001:2008 certification and consolidating into one of the most efficient operations in the nation. The uniform rental company takes great pride in consulting with customers on their satisfaction and how we can enhance the value of the products and service we provide – firing bullets until we get it right. Roscoe's systems are well documented and our Team Members are trained to deliver consistent results. Just like that fateful encounter with Bruce Hodes over 20 years ago, we leverage our good luck and set contingencies for the tough times.
As I was writing this, I received a phone call from a relatively new customer who wanted to express her satisfaction with this uniform company. Carol, at Power Equipment Leasing in Romeoville, said we are doing everything we said we would and then some – a much different experience than she had with other providers over the years. She praised the quality of our team members and the quality of the uniforms and floor mats we deliver on a weekly basis. I explained to her that it was no accident she was having a great experience, and that Roscoe has grown as a service organization over the years. I would encourage you to pick up a copy of Great by Choice and use its principles to drive your company to 10X success.