A Balanced Business is a Healthy Business
One of my favourite quotes is from Sir Richard Branson as I think it reflects perfectly the culture of Helistrat:
“If somebody offers you an amazing opportunity but you are not sure you can do it, say yes – then learn how to do it later!”
For me this approach shows qualities of ambition, confidence and a desire to succeed.
Helistrat has been built upon saying yes to the customer. That’s not to say that we aren’t prepared to constructively challenge, because we are, and we do! We understand that our customers have strategies, pressures and objectives of their own and fundamentally our job is to support them in realising these goals.
We will never forget that the customer is our focus; it is the key to our continued ability to deliver innovation and outstanding service. It also enables us to grow. Excellent customer service is not down to efforts of a single team in the field or a head office function, it is delivered through adoption of a mind-set throughout the organisation. This mind-set recognises that every function and individual impacts the customers’ experience either directly or indirectly and the results we are able to deliver for them.
The way that we maintain excellence and focus across the business is by combining traditional financial metrics and strategic non-financial information to give us a more balanced view of how the business is performing. The core elements are: customer, employees, processes and finances.
We rely on our employees to deliver a level of service and innovation that differentiates us from the pack of service providers in the sector. As a business we are committed to ensuring that every member of our team has the skill and knowledge they need to do their job and the motivation to do it to the best of their ability.
Far from being restrictive or constraining our policies, procedures and processes are designed to ensure consistency to support our people, releasing them to problem solve the issues that need their skill.
Well managed and strategically sound finances are clearly an obvious requirement for any business from ensuring adequate day-to-day cash flow to planning and supporting investment for future growth.
Each of these are focused on the customer who gives us feedback. This plays a vital role in improving all aspects of our business and ensures that we are constantly able to evolve and sustain our market leading position.