At Aquaterra we have a mission statement that challenges to exceed the expectations of five distinct groups that we consider to be paramount in our business.  They are:

•    Our clients,
•    Our employees,
•    Our suppliers,
•    The public and
•    Our professional peers

Let’s talk about exceeding the expectations of the public.  How do we do that?  The mission statement says that we will exceed the expectations of the public by maintaining vigilant awareness of the welfare of the public and the environment.   Vigilant is defined as keeping constant watch for possible danger or difficulties.   So that means that the public should be surprised (we should exceed their expectations) with our watchful care about their welfare by looking out for things that can be dangerous or difficult.  That is a noble thought.  Aquaterra, as a professional engineering firm must hold to ethical standards that require us to use our professional expertise and capabilities to protect the welfare of the public.  It is right and proper for us to mention this ethical responsibility in our mission statement.

But what about situations when we are involved with the public simply as a part of the public?  I want us to think about our responsibility as a company to the public when we are driving our vehicles, when we are identified as an Aquaterra employee, when we have the opportunity to assist the public or the temptation to be a menace to the public.  Let’s do whatever we can to exceed the expectations of the public in these cases too.

Just this past month we read of a situation where an Aquaterra employee, Andy Polk, noticed a rather frantic woman.  As he approached her she immediately began requesting assistance:  she had a flat tire, no idea how to change to the spare and was late for something important.   Andy changed the tire for her, and she was very appreciative and offered to pay him $50, he refused.  Apparently reluctant to simply let him leave without appropriate compensation or recognition, she asked for a business card, and inquired about what he did for Aquaterra and what Aquaterra does.  After brief explanation, they parted ways – Andy assuming that he would never hear anything else about it.

A few days later, the lady called our Jackson, MS office and asked to speak to Andy’s manager.  Of course those calls can be a problem, so she was immediately connected to a leader of the company.  In that conversation she spoke highly of Andy for what he did,  and she said that she would recommend/speak highly of Aquaterra as a result.

What are the chances that the call that this thoughtful lady made to our office was referring to you?  Everyone has the opportunity to be of service to the public.  Let’s do our best to exceed their expectations.  Let’s take this one step further. We are all seen wearing our Aquaterra shirts.  When we do, we have that same chance to reflect an impressive positive image for our company.  We should do it.  You have heard me brag on the fact that our reputation is a part of the reason for our success.  All of these type encounters can build or degrade our reputation.  It is up to you.

I take us back to a very prominent response to our survey:  We are proud to say that we work for Aquaterra.  These responsibilities that I have listed here today are very simple and yet very effective ways of showing this pride.