Service Magazine Fall 2017

@Service Magazine Summer 2017 | 27 Several teams share how they prioritize the team in their daily work: Atlanta/Alabama “All I do is Win, Win, Win” is the theme song for this Local Customer Team (LCT)/Account Community! The Atlanta/ Alabama region ensures a winning attitude by following some basic principles as a team: • They focus on their People, who create the right customer experience for their clients which drives growth. How do they do this? They start by creating a culture of givers. They create “5-minute favors” where they make a point to recognize their team, communicate and share their expertise and provide mentoring and coaching opportunities. • They Share each other’s priorities across the account community, and even how they get paid. They ask for help and they proactively ask how they can help each other. This is done with a weekly Monday account community session attended by all. • They work on their Trust factor, understanding and sharing constructive conflict and knowing that they all win or lose together. For example, in 2016 a large health system acquired a smaller hospital, where GE had a lucrative imaging and biomed contract. The larger health system had a strong in-house biomed team, and GE was asked to exit the biomed contract. The client also was purchasing new equipment from GE, creating a constructive conflict between the commercial and operations teams. Our team worked together to design a solution that preserved total margin for GE Healthcare and met the client’s needs. Without trust and a deep understanding of each business, the team would not have been able to create a win for the customer, for the Service business, and a win for equipment. In the end, GE gained a higher margin service contract and new equipment sockets! Teammembers: Jillian Edwards (Commercial Manager), Amanda Perry (HSAM), Mike Jones (DoS), Harold Jenkins (DoS), Mike Marroni (DoS), Ken Shaw (AE), and Andrew Osucha (IRM) The Phoenix LCT celebrates the retirement of Team Leader Bob Wiltfeuer. Phoenix Team The Phoenix LCT is another region with a very strong account community who knows how to win together! The team — which includes George Rozelle (HSAM), Julian Reyes (DoS) and Steve Miller , (Senior Director, Zone VCP) — leads with a simple strategy. They focus on their people, recognition and communication. They drive a strong culture of winning and they have a laser focus on growth. They view their business as their franchise and have a three-pronged approach to its success: they promote accountability, collaboration and awareness and they always have an internal strategy for their customers. At the core for both of these teams is communication. Whether they are geographically close and can meet weekly, or they have a regular T-con scheduled, these teams talk to each other every week and sometimes even daily! They discuss where they will be, what customers have problems and how they can help each other meet their goals. They share best practices and problem solving in these meetings. They work on a proactive strategy versus being in a reactive state. The success of an account community is all about the people in the account community. Creating the right culture, setting your priorities, and communicating often will drive growth and a winning team.