Conclusion

29 Jul Conclusion

Five-Star Cleaning Services, a full service residential cleaning company specializing in all-natural products, is our customers’ one-step solution to a clean, safe, and eco-friendly home. Our all-natural proprietary blend of cleaning formulas is guaranteed to effectively clean household surfaces and flooring without leaving behind the smell and toxic presence of chemicals. When customers choose Five-Star Cleaning Services, our knowledgeable team of expert housekeepers will do the “dirty” work, allowing the customer to enjoy the added benefits of time, convenience, and worry-free products. Our services include, but are not limited to: cleaning and detailing bathrooms, living spaces, kitchens, bedrooms, home offices, and all types of flooring. Five-Star Cleaning Services has the specialized experience, dedication, and innovative product to transform the standard of cleanliness of any residence.

Vision Statement

Five Star Cleaning Services continually works to establish itself as the most reputable and coveted residential cleaning organization in the United States and beyond. The organization labors to establish strong partnership ideologies that are essentially founded on mutual respect and goodwill for all our members. We also seek to develop an organization through expanding our categories of services from local to international scale within all our target areas. Furthermore, we highly look forward to a working relationship that is characterized by trust and goodwill. We also seek to be recognized by our consumers and stakeholders as the benchmark for creativity and innovation.

Mission Statement

Our mission is to offer the highest quality residential cleaning services in the industry by surpassing the expectations of our customers. This will be done by offering the most valuable sets of services for cleaning and soft services to the domestic and leisure sectors. In order to ensure that our customers’ needs are fully met, we strive to provide a level of excellence in areas such as cleaning through innovation in technologies that effectively serve consumers’ needs. For customers who prefer to go green, we specialize in natural products that promote sustainability by blending of cleaning formulas to make households sparkling clean.

At Five-Star Cleaning Services, we are confident that our services and attention to detail surpass that of our direct competitors. We utilize our patented eco-friendly, non-toxic cleaning solution which quickly eliminates the presence of all chemical toxins present in households across the United States. We employ a staff of “expert housekeepers” that complete an in depth online training course covering the products and services we offer to ensure that every Five-Star customer feels secure knowing that their homes are cleaned with excellence and integrity during every visit. Additionally, we offer customized cleaning schedules unique to each customer including monthly cleaning plans for the frequent customer, as well as one-time services for our less frequent customers. Because the business world is fast paced, we know that many working professionals have limited time to tend to the tedious task of cleaning—this is where we come in. Our professional staff, timely service, and use of green products has given us the opportunity to service each residence with ease, allow time for rest and relaxation for those who already work so hard. Allow us to take on your stress by providing an array of superior cleaning services, monthly customizable cleaning schedules, and all natural products.

from new entrants.

Intensity of Rivalry

The organization operates in an environment that is characterized by stiff competition. This is due to the many suppliers that provide similar cleaning services. There industry size is also large and dynamic. Further, rapid pace of industry growth poses competitive threats.

Sources of Competitive Advantage of Five-Star Cleaning Services:

· Whether you are looking for a deep cleaning, allergen reduction, or simply aiming to increase the overall freshness of your home, our all-natural, proprietary blend of eco-friendly cleaning formulas will turn your home into the green ‘safe’ haven you and your family deserve.

· Our highly-trained team of experts are not simply housekeepers, but dedicated hospitality professionals determined to transform the cleanliness of your home while, establishing lasting relationships with each and every client.

· With a guaranteed response and turnaround time of 24 hours, Five-Star Cleaning Services is your quickest and most effective route to a clean and healthy home.

· We offer an array of affordable customizable monthly subscription models tailor made to fit your specific needs and achieve your cleanliness goals. Whether you are a single working professional or family of five, these cleaning programs provide a superior solution to all of your cleaning needs.

Modes of Entry

The brilliant cleaning systems here at Five-Star Cleaning Services are currently only available in the Unites States, though we plan to branch out quickly into other countries. The first country we intend to branch into is Canada because of its physical proximity to the United States. Our best mode of entry initially will be licensing or franchising deals. We feel this would be the best way to get our foot in the door in order to help establish our brand internationally. We do not anticipate any language barriers as English is the most common language in both the United States and Canada. For expansion beyond the US and Canada, our ideal elite housekeepers will be bilingual, so as to communicate clearly with those whose native language is not English.

External Environmental Analysis

At Five-Star Cleaning Services, we believe the key to success within our organization is maintaining a positive outlook to the future. In order to maintain this positive outlook, there needs to be a willingness to adapt to change—there is no challenge too big for organizations with an openness to redefining the way they conduct business. Through this outlook, we have been able to more accurately forecast and identify potential potential trends within our market in the coming years.

Scanning: Identifying early signals of environmental changes and trends

One of the main trends Five-Star has observed in the United States is that people are becoming more aware and concerned about their effect on the natural environment of the earth. Additionally, people are becoming more health conscious, which has allowed us to forecast high returns on each service we provide. The products used solely by our services fit into these trends as they are all-natural and free of harmful chemicals. This keeps the homeowner, the housekeeper, and the environment protected while providing an unparalleled cleaning experience. There are very few cleaning service companies offering environmentally friendly cleaning solutions, and many see eco-friendly cleaning as a luxury rather than a standard. While our main competitor uses a “green” solution, they do not offer services in most of the plains, western states, and internationally (Green Cleaning, n.d.).

Monitoring: Detecting meaning through on-going observations of environmental changes and trends.

In an effort to maintain a competitive advantage according to both trends and changes in areas such as technology and the economy, Five-Star has a select group monitoring trends and environmental changes. This group will also link with a creative team to continue to produce innovative and earth-friendly products, as well as improve in areas of service and cleaning techniques.

Forecasting: Developing projections of anticipated outcomes based on monitored changes and trends.

Five-Star’s monitoring group will analyze their findings and create projections. These projections will include the foreseeable potentials, problems, and possible solutions to both. Currently, an economic analysis is underway to ensure that our customer base has the potential to increase given our current prices.

Assessing: Determining the timing and importance of environmental changes and trends for firms’ strategies and their management.

One of the elements of Five-Star’s monitoring and creative teams is timing. A new product or type of service they have decided upon based on forecasted trends must be released only at an appropriate time. Too early, and it will not catch on or help to further the company in a significant way. Too late, and our competitors might have it rolled out first. Timing is key. This is why we at Five-Star aim to not only stay abreast of the current environment and trends, but to stay two steps ahead, ready to shape the environment in which we operate.

Target Market

The target customer of Five-Star Cleaning Services is between 35-55 years of age, owns or rents high-end property, and prioritizes high standards for the look, feel, and cleanliness of their home. Ideally, this customer has a household income of $70,000+ and is looking for between 2-5 house cleanings per month. Our market also knows that while our service comes at a price, investing in a cleaner, safer living environment is worth the additional expense. For the customer who pays in full upfront for our services, we offer discounted rates, but also have weekly payment plans in place for those who prefer to pay as they go. The ideal customer, understands that transforming the cleanliness of their home is an investment in their quality of life and a step towards protecting their future. Our clients are looking for a one-step solution to expediting their cleaning goals, and know that our hospitable staff and all natural, eco-friendly cleaning agents are the methods to achieve them. Our target market’s end goal is to maintain a safe, clean living environment they can call home—and rest assured is kind to both their families and our world.

Market Size

The upper-class family is defined as people or couples who earn over $126,000 a year. Around 21.1% of American families are in this category (The Tipping Point. 2015). That comes out to be around 51.2 million families in America. According to research by the US national center for health science at least 1 in 3 people have allergies, asthma, sinusitis, and bronchitis caused by synthetic chemicals in household cleaners (Non-Toxic Home, n.d.). That means that of the 51.2 million families 17.06 million families across America need our services and likely don’t use a cleaning service because of the fear of using chemical based or toxic cleaners.

SWOT Analysis

We have our own patented blend of cleaning products. We have highly trained and insured housekeepers. We have strategies in place to keep abreast of any changes in the external environment that would affect our business, and a creative team to create and implement new techniques and strategies.	We have a very narrow target market. We have high overhead costs because we create and package our cleaning products ourselves, as well as pay for the labor of both the factory workers and the housekeepers. Our prices are high as a result.
Our biggest competitor does not have much of a presence in the western half of the United States (Green Cleaning, n.d.). We have the option to eventually sell our cleaning products in stores to open up our market potential. We also have the option to expand internationally.	There are other cleaning companies already established who also offer eco-friendly products, and some at a lower cost to include the middle-class market. If the economy falters, we may lose a portion of our current customers and/or potential customers. Being a luxury service, our company will not survive if the economy completely crashes.

4 P’s of Marketing

Product/ Services

The main service that is offered by Five-Star Cleaning Services Company is home-cleaning services. In this respect, the organization provides abroad range of packages under the domestic category. Examples include cleaning homes and washing services such as laundry. The organization’s goal is to provide excellent services that meet consumer needs.

Price

Five-Star Company’s pricing strategy is dependent upon the magnitude of services that are offered. For instance, houses that have a standard surface area of 400 square meters are priced at $200. Pricing also depends on the number of items that are cleaned and the nature of complexity of the services to be provided. This also depends on the number of hours.

Distribution

Distribution strategies affect the geographical influence of a firm (Jacobson, 2013). The services that Five-Star offers will be limited to the national levels. This means that markets that are beyond the country’s national frontiers are still not covered. However, the organization plans to expand its reach so that it can target international markets.

Promotion

In order to ensure that the organization’s services attract as many clients as possible, various promotional strategies will be employed. For instance, advertisements will be used at different channels such as social media, television, and print media platforms such as newspapers and magazines. Discounts and special offers will also be provided to lock in loyal customers.

4 I’s of Service

Intangibility

At Five-Star Cleaning services, we understand that not every gift is tangible. In order to leave customers satisfied, we guarantee every cleaning to be effective, efficient, and detailed. While we do not leave a physical gift to our guests, we do leave each customer with a chemical free, spotless home.

Inconsistency

Because consistency can be difficult to achieve for most cleaning companies, all Five-Star Cleaning Services personnel are required to attend a mandatory, in depth New Hire Orientation. This orientation equips each member of our staff with the tools necessary to provide an exceptional, consistent service to every customer. For instance, all housekeepers are required to complete safety, sanitation, and efficiency seminars.

Inseparability

At Five-Star Cleaning Services, we understand that service inseparability means that services are produced and consumed at the same time and can’t be isolated from their providers. As a result, we utilize copywriting as a way to separate our service from the server. We do so by describing the benefit each customer will receive as a result of our services. Through this benefit, our hope is to achieve higher customer acquisitions—especially from those who might otherwise never consider utilizing a cleaning service provider.

Inventory

Our inventory consists of cleaning supplies, expendables, and our all natural, proprietary cleaning solution. We treat our inventory stock on an as-needed basis. By monitoring our sales and forecasting future sales, we have been able to maintain a slim, but functional inventory. As our business grows, our inventory will follow.

Organizational Plan

Management Structure

The management team at Five-Star Cleaning Company is made up of a CEO and a six member board of directors. Each member of the management team has a background in the areas of business, research, environmental science, and/or management, ensuring that every decision is made with the adequate knowledge to be of greatest advantage to the company. Aiding this group is a highly skilled research, development, and marketing team. This group is responsible for watching changes in trends, creating and monitoring innovations in cleaning processes and products, website and app development, and promoting the cleaning service. The next groups are human resources, accounting, and general management. These groups are responsible for hiring, paying, training, and managing our staff of elite housekeepers. The human resources department will ensure that employee morale is high, that employment laws are being enforced in each area, and that ethical practices are explained and implemented. The accounting department will ensure that all financial reports, bookkeeping, and payroll are being maintained with a standard of excellence and consistency. The general management department will oversee employee training and scheduling, as well as resolving customer service issues. The operations department wraps up our company, with a strong team of dispatchers and housekeepers. Our structural style here at Five-Star Cleaning is a functional structure to implement the differentiation strategy (Hitt, Ireland, & Hoskisson. 2015.). Below is a chart of that structure.

CEO & Board of Directors

Human Resources, Accounting, & General Management

Research, Development, & Marketing

Dispatchers & Housekeepers

McKinsey 7-S Assessment/Model

Five-Star Cleaning Company’s organizational design can be examined with the use of the McKinsey 7s model. In this respect, the company has made progress in its strategy, structure, systems, shared values, style, staff, and skills. The company has effectively aligned these key areas in a way that enables it to realize its objectives (Fleisher & Bensoussan, 2015). First, at its strategic level, the organization aims at dominating the national local market through penetration. In as much as it has already established itself, it seeks to distribute itself in both rural and urban concerns of the United States and in the online platform in order to enjoy dominance. The business aims at ensuring that its services dominate the industry and get the first priority from clients who prefer quality and convenience.

From a structural perspective, Five-Star aims at operating using a simple organizational structure. Since it mainly operates locally, the company is going to have a centralized system of decision making. In addition, its system is going to be formal, in which there is customer support and order processing. The company also understands the need to employ and maintain a team of highly talented and innovative workforce to improve performance (Fleisher & Bensoussan, 2015). This will form its skills design. When it comes to staff, the company is going to have few employees who will be trained and mentored to improve their productivity. The style of the company will be inclined towards democratic ideals in which there is open participation in the decision-making process. Finally, when it comes to shared values, Five-Star cleaning company will encourage teamwork, trust, and warm relations among employees to realize its objectives.

Business-Level Strategies

The main business-level strategy that is employed by Five-Star Cleaning Company is differentiation. This includes differentiation in the way that it provides services to clients. For instance, Five-Star seeks to offer outstanding service by tackling consumer concerns, issues, and enquiries. Moreover, the organization charges only for the time that is taken to clean and not other extra time that may be allocated to offer additional services. Finally, Five-Star Cleaning Company participates in matters of social responsibility by offering donations that are equal to 5 percent of the annual cleaning fee to charity organizations.

Operational Plan

Supply Chain

At Five-Star Cleaning Services, we utilize the integrated make-to-stock supply chain model. The integrated make-to-stock supply chain model focuses on tracking customer demand in real time, so that the production process can restock the finished goods inventory efficiently (Hugos. 2011.). We have maintained this supply chain model through the use of our fully integrated information system, which generates instant information that we use to develop and modify our production plans and schedules, and ultimately meet our business needs. Additionally, we place an emphasis on Supply Chain Management (SCM), management of all interconnected businesses that are part of providing services and product to the end user, which has allowed us to maintain a minimal but functional inventory, keeping our cash available on an as-needed basis (Hugos. 2011.). We bring value in this supply chain by planning ahead in the manufacturing process, meeting contractual obligations with our manufacturer, and delivering quality product and service on time and within budget to our customers. This has proven to increase our profitability margins both for our company and our manufacturer, giving us the ability to guarantee a timely, efficient, and unparalleled cleaning experience for our clients.

At Five-Star Cleaning Services, we work exclusively with Formula Corp, a US-based manufacturer who offers custom formulas and creation for private label all natural cleaning products. Formula Corp is located in Auburn Washington and was established in 1983. We have chosen Formula Corp for several reasons: (1) they have a proven track record of success and timeliness of orders, (2) they are known for their custom blended chemicals used in personal care, sanitary maintenance, and industrial cleaning markets, and (3) all production is done in the United States (All Natural Cleaning Products. n.d.). Because Formula Corp is a full-service manufacturer that formulates environmentally friendly products that meet the needs of our company’s specific market segment product requirements, we have been able to eliminate the middle man by selling our services directly to the consumer on our website. Additionally, we have developed a contingency plan in order to prepare for unexpected events such as the loss of data, people, customers, and suppliers, and other disruptive unknowns. Because we are aware that unexpected events can take place, we have identified a list of potential backup distributors also located within the US who specialize in the manufacturing and distribution of all-natural cleaning products. In addition, we maintain backup service and inventory records outside of our integrated information system in the event that our system crashes and important information becomes unavailable. This allows us to reduce and eliminate any delays in the service process.

Operational Effectiveness

Operational effectiveness within our business is something we have worked hard to develop for our employees and customers. We have made an app for our customers where they can easily view our calendar and schedule their own services at their convenience this have made it so someone is constantly on the phone to just schedule and can be free to do other business related activities. This reduces cancellations and inconvenience to the customers. We also have an application for our employees to track their schedules for them and product usage and of course notes and employee comments to management and vice versa. Finally, we track our inventory electronically. Employees scan the bottle they use during each cleaning and select empty when they have run out. This information goes directly to our inventory system that automatically orders product once a certain amount is used. This saves time and money in manual inventory counts and carrying too much product at one time.

Our app has given us the ability to monitor our customers concerns and schedules to ensure we are being aware of their needs and making changes accordingly. Also it has allowed us to keep minimal inventory thus creating a lot of profit and almost zero wasted product needed for cleaning, as well as helping to prevent waste and theft. Financial Plan: Five-Star Cleaning Services

Possible Sources of Investment Capital

There are various sources of finance that Five-Star Cleaning services can consider for investment capital. They include: funds from friends and family members, loans from financial institutions, and sale of shares. Friends and family members can be approached by informing them about the business ideas and plans. When they feel satisfied that the business is viable, they can provide support in form of funding (Campbell, Edgar & Stonehouse, 2011). In the same way, financial institutions such as banks and credit societies can lend a help to the organization, which will then refund after it makes significant profits within an agreed period of time.

How Financial Information Can help Craft Business Strategy

Five-Star Company can use financial information to inform its business strategies in many ways. First, the organization can use its financial performance to identify its strengths and weaknesses. For instance, its revenue and profits information can be used by top decision-makers to determine whether the company met its financial goals and targets (Campbell, Edgar & Stonehouse, 2011). Through that, the organization can seek ways of sealing loopholes that deterred it from moving forward. Financial information can also help to assess whether the company is financially capable to expand its operations and engage in initiatives that boosts its sales.

Key Financial Ratios

Financial ratios help a business to identify their profitability on a short term and long term basis. It gives stakeholders an indicator of the health of the company. Kiyosaki (2015), says that for a business, a stakeholder should look at a minimum of three financial ratios when deciding on the health of that business. That being said, we at Five-Star Cleaning Services wish to look at five main ratios so that we get a deeper picture of what the status of our company is. The following are the five we have selected:

· Quick Ratio: Liquid Assets / Current Liabilities

· Current Ratio: Current Assets / Current Liabilities

· Debt-to-Equity Ratio: Total Liabilities / Total Equity

· Gross Margin Percentage: Gross Margin (Sales-Cost of Goods Sold) / Sales

· Net Operating Margin Percentage: Earnings before Taxes and Interest / Sales

These ratios should give the best look at our profitability, liquidity, and capital at any given time.

Business Plan Objectives

At Five-Star Cleaning Services, we are confident that setting attainable goals and objectives will help drive our business. Our goals help establish where we intend to take our business, while our objectives outline the specific steps we will take to achieve them. Thus, we have identified three main objectives within our business plan. Our first objective is to increase our customer acquisitions year over year through differentiation and advertising. The differentiation strategy is an integrated set of actions taken to produce goods or services (at an acceptable cost) that customers perceive as being different in ways that are important to them (Hitt, Ireland, and Hoskission. 2015.). We will gain awareness through our use of advertising across several social media platforms including Twitter, Instagram, and Facebook. Our second objective is to maintain customer loyalty—this will be achieved through our product uniqueness and unparalleled customer service. Additionally, we offer prompt assistance to address any customer concerns, issues, and enquiries. Our third objective, entering the international market through low levels of diversification, is our long term objective. We plan to diversify our activities by creating new products and expanding into markets that are related to our current business. For example, we are working to implement a new on-the-go product line which includes a pack of chemical-free cleaning wipes, hand sanitizer, and discrete carrying case that fits in most purses and handbags.

Contingency Fund for Five-Star Cleaning Service

In as much as an organization may have accurately prepared financial plan, emergencies are inevitable. Thus any organization must prepare a contingency fund during financial planning. Unavoidable emergencies such as job losses, death, business losses as well as accident can affect a business and the most crucial thing is to have an arrangement for the needed funds without hurting the financial plan. This calls for contingency fund. To increase its revenues, an organization may expand its marketing activities and grow its capital expenditures. Finally, the company can lower its variable costs.

Components of the Contingency Plan

Handling of Liquidity

Given that liquidity is a major feature of contingency fund, Five-Star Cleaning Service will build a cash reserve by opening a savings account. According to Daft and Marcic (2006) an organization must build a cash reserve to cushion itself against any interruption as prevent any chances of tapping into its long term investments. With the cash reserve Five Star Cleaning Service can easily cover its short term expenditures.

Alternative Fund Sources

Alternatively, the company needs to establish mutual fund schemes such as flexi deposit accounts as well as short term debt schemes to finance its business activities during emergencies. Daft and Marcic (2006) asserts that an organization must strike a balance between its fixed costs, variable costs as well as sales volume.

Leadership Internal Influence

At Five- Star Cleaning Services, our leaders will have a fairly large sphere of influence. All of our managers will be experienced in housekeeping, and as often as possible, hired from within. While this kind of promotion process can be very problematic it ensures that the leadership we have for the company is well known and well respected. This also ensures that all leaders know the roots of the business and the business model. They were grown and breed from within the business and worked hard to show the upper management that they were ready to be a part of the plan. So because of our hire from within process all of our management has a lot of influence on the business as a whole. We instill great trust in our management as we did hand pick all of them and as a reward try very hard not to get too involved in their management process. Of course if there are signs of issue we must act but we try hard to let the managers handle their own business from within their walls. Every manager has quarterly face to face meetings with the boards of directors to be informed of new procedures and rules that have been implemented and to share ideas that they have and things they have learned from there time as manager. Managers are free to set their own rules within their walls but all changes must be sent in writing to the board. There is no approval process and red tape but the board must know what is happening at all businesses. We pride ourselves on having a very competent management system and great relations with them between the board and the management teams.

Leadership Bias and Hurdles

The traditional employee performance appraisal is a significant tool through which an organization can reward or penalize employees’ talents. Through this process, organizations have the potential of increasing the diversity as well as the strength of their pool of talents, and enhance organizational success by promoting best performers (Traub, 2013). With Five Star Cleaning Services expectations for high performance, it is anticipated that leaders may, in an effort at projecting their experiences as well as values, develop unintended performance based biases. And according to Traub (2013) some of the most performance based biases include rater bias, structural bias, calibration bias as well as self-rater bias.

The company may face numerous hurdles during strategy formulation and implementation. Some of the anticipated obstacles include cognitive hurdle, resource hurdles, motivational hurdle and political hurdle. Gingras (2015) asserts that leaders face challenges in getting everyone to agree on a particular issue and the importance of change (cognitive hurdle). Also many leaders recognize the importance of employee motivation but they need to use different forms of employee motivation rather than cash incentives, which may be expensive. Organizational politics are inevitable and leaders must be prepared for it. Finally, organizational leaders must utilize their limited resources in an effective way.

Leadership Styles

Within our organization, we will demonstrate transformational leadership. This is our preferred method because transformational leadership has been identified as one of the most effective leadership styles and we fell it is a great fit for us. This style entails motivating followers to exceed the expectations others have of them, to continuously enrich their capabilities, and to place the interests of the organization above their own (Hitt, Ireland, and Hoskission. 2015.). Putting the interests of the organization above our own allows us the ability to focus on the needs of our customers first. As a result, our exceptional customer service has aided us in identifying new clientele and establishing loyalty with our existing clientele. Servant Leadership, the ability to focus on the needs of others, especially team members, before you consider your own, has quickly integrated itself into our leadership style. Because we focus not only on the needs of our clients, but the needs of our employees and business as a whole, exhibiting servant leadership will allow us to continue to establish a future vision for our business, encourage motivation, and build a stronger team.

Leadership Strengths and Weaknesses

Our potential strengths include our product uniqueness, exceptional customer service, and customer retention rate. Because we have a proprietary, all natural eco-friendly cleaning solution, we have set ourselves apart from our direct competition. Additionally, all Five-Star Cleaning Services employees attend a mandatory, in depth, new hire orientation program with an in depth focus on customer service giving each employee the tools necessary to provide a Five-Star cleaning experience. Our customer retention rate will remain high due to our customer loyalty programs, unparalleled cleaning services, and tailored cleaning services that meet the needs of every client. While we have not clearly identified any major weaknesses in our business model thus far, our prices are slightly higher than the average cleaning services company since we pinpoint the luxury market, which can potentially make sales slightly more difficult. Despite this challenge, we plan to utilize our strengths to combat this weakness until we grow large enough to manufacture larger quantities of product to get the price down.

Leadership Impact and Influence

According to Bill Hogg (2016), there are five main ways for a leader to influence organizational culture: model behavior, establish a purpose to believe in, set expectations and help people build the required skill, reinforce a culture of accountability, and make it personal for your team. The leadership of Five-Star Cleaning Services stands by these five steps, and adds a sixth of our own: consistency. We believe that if the leadership is consistent in what they do and say, and in how they work to model the appropriate business behavior, how they establish and pursue a purpose, how they train others to meet the high expectations they set, how they stay accountable and keep others accountable around them, and how they emotionally and rationally connect with other leaders, their employees, and the customers, then the results will be a quality service force with a standard of excellence that our