Exceeding Customer Expectations - BYU Student Auxiliary Services

New Personnel
Kyle Brown
Computer Services
Bookstore
Daniel Hughes
Custodial Supervisor
Wilkinson Center
Facility Management
Retirement
Barbara Haynie
Facility Management
Changes
Jenny Buck
MOA Restaurant
Supervisor
Dining Services
Tim Ipson
Kiosk Supervisor
Cougareat
Dining Services
Christine Burnett
Custodial Supervisor
Helaman Halls
Facility Management
Jenifer Jarvis
E-Commerce
Assistant
Bookstore
Farewells
Nathan Harris Dining Services
Shoshanah Kent Dining Services
Kim (Virtue) Lewis Campus Support Services
Krista Lloyd Dining Services
Laura Torrelio Dining Services
Marv Call moved from School Supplies to the Candy area in the
Bookstore
Sherri Curtis moved from the LDS Business College to the MTC
Bookstore
Leonard Laxton moved from the MTC Bookstore to School Supplies
in the Bookstore
Toni Lua moved to the Food To Go in the Morris Center
Bob Smith now reports under SAS Financial Services
Maren Dille
Barber/Hairstylist
Campus Support
Services
Amy Norton
Secretary to the
Director
Dining Services
SAERA Award
Recipients
Amanda Baum
Bookstore
Aubree Laudie
Bookstore
David Greenland
Catering Event Coordinator
Dining Services
Brenna Ray
Barber/Hairstylist
Campus Support
Services
Romeo Barragan
Dining Services
Jennifer Heathcote
Barber/Hairstylist
Campus Support
Services
Emily Weeks
Barber/Hairstylist
Campus Support
Services
Aaron Black
Dining Services
Shanlee Robertson Ann Wroe
Dining Services Bookstore
September 2009
“We build Zion by providing quality goods and services to enrich the learning environment.”
SAS Dates, News and
Views
Sept. 16 - Brown Bag Luncheon
“BYU Performing Group Tour Highlights
12-1 p.m. 3250 WSC
Sept 24 - Bookstore Fall Conference
Oct 30 - Facility Management Fall
Conference
Dec 2 - Christmas Gala Celebration
The Annual SAS Family Barbeque held
on August 6 at the Edgemont South Stake
Building once again exceeded expectations.
Thanks to the members of the SAS
Activities Committee, comprised of Sheyla
Wager (chair), Lynne Hansen, Chris Dever,
Dave Smith, Barbara Lettich, Vern O’Brien,
and Irmaleda Anderson.
The new Creamery at Helaman adjacent
to the Cannon Commons opened to the
public this month.
The newly constructed Culinary Support
Center is slated to be operational within
the next few weeks.
SAERA Awards: Forty-seven SAS employees
have received SAERA Awards since
this recognition program began.
SAS Fall Conference: The Executive
Council decided to have separate fall
conference meetings on odd-numbered
years and a combined SAS fall conference
on even-numbered years. Therefore, for
2009, departments will sponsor a fall conference.
The BYU Homecoming Parade will be
held on October 24 at 10:00 a.m. SAS
Creative Marketing has designed an entry
float with an energy efficient theme.
Volunteers are needed to participate. Call
Marie Withers at Ext. 2-8792 if interested.
modern-day, Good Samaritan story:
A
Scene One: The long caravan of I-15
travelers was speeding by! It was the end
of a long, HOT 4th of July Holiday weekend!
Unfortunately, the chances of anyone stopping
to assist a “couple” marooned on the
side of this Utah County freeway didn’t seem
to be likely.
The “Customers:” Already tired and
worn-out from a long weekend of helping
aging parents, the conservative LDS couple
(let’s call them “customers”) had pulled off to
the side of the freeway. Their trip home had
been inconveniently interrupted by a flat tire.
Expectation: One would have thought
that some good “Brother” would have
stopped to lend a hand to this needy couple
(especially at the end of this Sabbath day).
Scene Two: An old rickety VW bus pulled
off the freeway to offer assistance.
The “Service Providers:” Amazingly, it
was an odd looking couple (let’s call them
“service providers”) who finally stopped to
offer assistance.
Expectations: Almost immediately, the
“customers” felt their expectations lower
when they saw the man and woman. Their
tie-dyed clothing, long hair, body piercings
and tattoos (both decorated like they were
In This Issue
Harold Ostler’s TEAM
ART of Customer Service
Employee Orientation OnLine
Exceeding
Customer
Expectations
Roger Reynolds
Bookstore Director
on their way to Woodstock) was a worrisome
sight. However, the “service providers”
warmly greeted the “customers” and
put them at ease. They engaged in a few
minutes of conversation and quickly evaluated
the situation. Then, going to work like
members of a race car pit crew, the unlikely
couple worked in concert to help make the
“customers’” car road ready again.
Exceeding Expectations: One might
have thought that this would be the end of
this story. But, NO! Being sincerely concerned
about the spare tire’s low air pressure,
the “service providers” requested that
the “customers” follow them to the nearest
location to fill the spare with air. Now, after all
of that personal attention, the “service providers”
never once asked for anything in return.
They parted company only after the “service
providers” were certain that the “customers”
and their car were ready to travel home. The
“service providers” exceeded any expectations
that the “customers” might have had.
In summary: This true story is very reminiscent
of the Good Samaritan. Both stories
and our CRITERIA Values remind us that in
all that we do: at work; at home; and even
on the road, we too can and should exceed
(customer) expectations by providing Christlike
love.
ID Center Breaks Past Record
Employee News
SAERA Recipients

Behind the Scenes
L to R: Bob Lindstrom, Steve Call, Jerry Davis, Chris Wilcox, Dennis Miller, Harold
Ostler
A Team with a Customer Focus
With five technicians responsible
for eight areas, it is impressive for a
team to meet customer expectations
let alone exceed them. However, that
is exactly what the Laundry and Appliance
crew at Auxiliary Maintenance is
able to do. This team does not limit
itself when they go into an area, but
rather, they go above and beyond.
Steve Call is responsible for a
wide variety of tasks in a number of
different areas. He repairs and maintains
Concessions’ equipment, does
general building and grounds maintenance
for the Canyon Properties, and
offers high-skilled support to Aspen
Grove. Bob Lindstrom and Chris Wilcox
maintain heating, ventilation, air
conditioning/refrigeration (HVAC/R)
systems for all On-Campus Housing
as well as provide HVAC/R technical
support to all shops within Auxiliary
Maintenance. Dennis Miller provides
a wide variety of services to various
areas. He provides appliance repairs
for all On-Campus Housing, takes
care of hazardous materials disposal,
lends welding support to all of the areas,
and maintains the equipment for
the department. Jerry Davis is the
final member of the crew and services
all coin-op washers and dryers in
on-campus housing, the Missionary
Training Center, Dining Services, and
works closely with Signature Card on
card reader systems.
This crew is well acquainted with
exceeding customer expectations,
having a combined total of 81 years
of experience at BYU. One of the best
examples of their dedication to exceeding
expectations is the timeliness
in which they complete work requests.
Most requests are completed same
day, to the surprise of the customer.
Another example of this team’s exceptional
customer service is that these
technicians do not limit themselves to
the specific task assigned to them. If
they are in an area and see a repair
need, they will take the extra time to fix
it. In addition, the aggressive preventive
maintenance (PM) program in use
aids in extending the life of equipment
and building systems. Their motto for
exceeding customer expectations is
to find and repair problems before the
customer knows they exist.
The ART of
Customer
Service
Nestled on the first floor of the
BYU Bookstore lies the Art and Frame
Department, supervised by Val Ugolini.
For the last several years, during
Education Week, Val and his staff
host an art signing and invite popular
LDS artists and others to display their
art. Customers are thrilled to have
the artists sign their treasured art
selections. This year Val and his team
“wowed” customers when they held
an art unveiling event highlighted by an
inspirational painting from Liz Lemon
Swindle entitled “Lord, I Believe.” The
painting depicts the New Testament
incident when Christ healed the blind
man. Val asked Janice Kapp Perry to
write a song about this painting for the
unveiling. This beautiful song entitled,
“He Brought Me Light,” was performed
for the first time by vocal soloist Daniel
Beck. Twenty-one artists, including
Greg Olsen, were present at the event.
Sixteen artists unveiled paintings never
before seen. Almost $4,000 worth
of donated prizes and give-aways
were taken home by excited drawing
winners. The event was spiritually
moving and demonstrated Val and his
team’s belief in the value “exceeding
customer expectations.”
L to R: Janice Kapp Perry, Daniel Beck,
Layne Miller
In the News
New Student Employee Orientation ONLINE
SAS announces a “new” student
employee orientation now available
online. This training module introduces
employees to the SAS mission, vision,
values, executive leadership, departments,
service theme and service standards
in 15 minutes. The photo at the
right shows the first slide employees
see when they open this training. We
encourage all SAS directors, managers
and supervisors to view this training.
Current student employees are expected
to take this training before the end
of September. Supervisors should add
15 minutes to the employee’s timecard
when the training has been completed,
if done so outside of normal work
hours.
To preview this training go to:
http://byulearning.pointecast.com/
lms/public/128212
Online learning is destined to be-
New ID Card Production A Team Effort
In 2008 the President’s Council
decided to change the BYU ID card.
The new ID cards would show a primary
role (student, faculty, employee
or affiliate) and an expiration date.
Signature Card Services was
tasked with not only re-carding the
entire campus community in 2009,
but also re-carding in the future as the
new cards expire. The ID Center staff
and the number of production stations
in the ID Center were increased
to better serve the customer. Faster
printers were installed and the internal
processes for printing the cards were
rewritten to reduce the customer wait
time.
A re-carding schedule was created
in an effort to prevent everyone
from coming to the ID Center at the
same time. Patrons were encouraged
to check out the ID Center line webcam:
(http://signaturecard.byu.edu/
idcenter/webcam.html) to see how
busy it was before coming to the ID
Center.
With the help of Paul Bringhurst,
Casey Peterson and many others,
the ID Center
expanded over
spring and summer
terms. The
extra space allowed
them to
add another production
station.
The extra station,
along with
the database
support from OIT,
software support
from Jason
come an important part of the training
process.
Richards, hardware support from Jon
Hardy, and the help of many others,
allowed them to print more cards than
ever before. On August 24th the ID
Center was able to produce over 1,670
ID photos and cards in 10 hours using
six stations and four printers. The highest
total number of cards produced
previously in a single day was about
570. Between August 24th and September
9th (2 1/2 weeks) over 8,800 ID
cards were printed in addition to making
signature card deposits, selling
meal plans, issuing bus passes, printing
specialty cards, answering questions,
and other tasks.
Many departments worked together
to make the issuing of new ID
cards as convenient as possible for
the campus community. Through the
challenge to revise the ID cards and
re-card the university community, the
ID Center staff and support team modeled
the CRITERIA values, especially
teamwork, exceeding customer expectations
and innovation.