Creating Our Difference

Here’s a simple question: why does being a partner matter in a world where we can get anything we want with the click of a button?

Our trapped single story tells us that it doesn’t, so there isn’t much point in trying. Yet our mission claims that partnership does matter—it’s what drives us to be faster, better, and different. Clicking that button means you know what you want and have already figured out the solution to your problem. As your partner in business, it’s our job to help define the problem and work toward the solution. In essence, we need to do everything we can to be the impetus for that ‘click’ in every interaction we have with our customers.

The Power of True Partnership
Ultimately, partnership reflects a relationship grounded in the certainty of expectations and trust. By setting clear expectations, we position ourselves to provide long-term benefits as we nurture the customer relationship. We demonstrate this kind of partnership all of the time. Recently, one of our Customer Service Representatives gave a great example of how his branch doesn’t just live our difference, they create it:

“We’re willing to do whatever we must do to serve our customers in the best way that we can. Sometimes the easy thing to do in this industry is tell the customer that you can’t help them and to try a different store. We have customers come in to the store all the time with very bizarre questions that a competitor didn’t want to take the time to find the answer to, so they sent them over to us. It’s not the easiest thing in the world to answer those questions, and most of the time it leads to very little profit. The thing that separates Rocky Mountain Air Solutions is that we are so focused on caring for our customers that we look into everything we possibly can. I know that that kind of customer care will bring us not only a better reputation, but more clients in the future.”

Creating our difference means we make the choice to live out that partnership every day, navigating our multiple narratives to be that difference to each and every one of our customers.