The Intentionality of a People-Focused Culture, with Ron Alvesteffer

Episode 14:

During his tenure, Ron Alvesteffer has helped Service Express define its market and create a unique performance-driven culture for employees. Service Express’s Core Value to work with our employees to help them achieve their personal, professional and financial goals creates opportunities for employee achievement and has led to outstanding individual and team performances resulting in individual and company success.

As a result, Service Express has been named one of the Best & Brightest Companies to Work For in the Nation 5 years in a row. Service Express has also been named to the Inc. 5000 List of Fastest Growing Private Companies in America 10 of the past 11 years, as well as one of the Top 25 Best Small Companies by Forbes Magazine.

Under Ron’s leadership, Service Express has averaged double-digit revenue growth year over year and has expanded the geographic footprint nationally. Ron implemented Service Express Performance Measurement System (SR5) which tracks monthly and quarterly goals and results. A company-wide focus on delivering exceptional customer service is the basis for Service Express’s industry-leading Net Promoter Score of 84. Ron authored the eBook The Service Express Way. In it, Ron shares the beliefs and philosophies along with real-life stories from the field that have driven these remarkable results.

What you’ll learn about in this episode:

  • Why Ron makes a point of involving himself in the onboarding of every employee, despite leading a 500-strong workforce
  • Why Service Express’s core value is to help their people achieve their personal, professional, and financial goals, and why this core value is so central to their success
  • What Ron considers to be the four key pillars of Service Express’s extraordinary culture, and why always providing feedback to employees is instrumental to their success
  • How the process of hiring and onboarding new employees to join the team at Service Express differs from other workplaces
  • Why the hiring process was developed in response to Ron’s difficulties making sound hiring decisions early in his career
  • How Ron tracks and measures the success of Service Express’s culture, and how employee feedback helps them make positive changes
  • Why it is important as a leader to develop your people rather than trying to drive your numbers
  • How the company uses “vision talks” between leaders and employees to discuss employees’ personal, professional and financial goals and help them achieve those goals
  • Why every employee within the company has an ROI (Responsibilities, Objectives, and Indicators) scorecard that helps them measure and achieve goals

Additional resources:  

« More of The Culture Podcast