Story and photo by Kerstin Lopez
The Directorate of Family and Morale, Welfare and Recreation conducted employee and customer covenant signings at the Elkhorn Conference Center Feb. 2 to proclaim its commitment to customer service.
DFMWR is rolling out its new Family and MWR Employee and Customer covenants as part of an Armywide initiative, said Sarah Horrigan, customer service coordinator.
“This customer service program aims to give our employees the tools and the resources to choose excellence every day for our Soldiers and Family members,” Horrigan said.
Mac Kemp, DFMWR director, said the program was established to promote better customer service on the installation.
“We are here today to launch an effort to take us to the highest level of customer service culture that we can establish and to make a commitment to sustain us,” Kemp said.
He said the focus of the covenant is providing excellent service, which is facilitated by taking care of the workforce and having the right mental mindset to take care of the “greatest customer in the world – the Soldier and their Family.”
The new customer service plan includes orientation for each employee, setting performance standards, training, support tools, recognition and incentives and career development opportunities to enhance the DFMWR employee.
“Taking care of our customers begins with taking care of you, our employees. The Family and MWR Employee Covenant is a promise to provide a strong, supportive work environment where you can thrive,” Horrigan said to the group of employees in attendance.
“The customer covenant is a promise to provide quality through service excellence to our Soldiers and Families, commensurate with the quality of their service to our nation,” she said.
Col. Robert F. McLaughlin, garrison commander, said the covenant is important because it’s a commitment to do what’s right by serving the Mountain Post Soldiers and Families.
“That’s my vision for us – proud, professional, customer-service oriented,” McLaughlin said. “What you do every day is tremendously important to me, important to the mission, important to the Families and important to the community.”
“It’s a new year and a new promise … and we choose excellence for our Soldiers and our Family members,” Horrigan said.