Pursuing Armstrong’s Mission Statement requires that we work together – with our team and our Customers – in order to “deliver excellence in quality… and customer satisfaction.”
Our culture is built upon seven foundational DNA elements, one of which directly affects quality—Value. About Value, we believe “Customers define; we deliver it.” That means we purposefully look at everything we do through the eyes of those we serve. Quality is ever-evolving and every-changing, so we, too, must continue to change in order to elevate our customers’ experience.
In view of ISO 9001:2008 compliance and led by a Six Sigma Yellow Belt, we know the proven processes that result in consistently superior outcomes. Facilitating these outcomes begins with hiring background-checked individuals who align with our foundational principles and training all team members in adherence with our quality standards. At the implementation stage and in recurring review meetings, we adapt these process steps to support client-specific preferences. Our proprietary move management system continuously measures process compliance with critical-to-quality steps.
While measurement methods vary, we collect customer-relevant feedback to quantify performance. After thorough consideration of client-specific goals and preferences, data are collected via analytical survey tools, receipt of anecdotal feedback and customer interviews. Results are utilized internally for recognition and coaching, and externally in client review meetings.
Team member training, coaching, compensation, recognition and promotion are aligned in support of key metrics. Certified training courses address both technical and interpersonal skills. Exemplary performance is recognized and celebrated in a variety of ways. When performance falls short, we analyze causative factors and take corrective actions, fostering client retention, customer referrals and continuous improvement.
See more details under Recognition.
- "Our Armstrong team was outstanding! They provided outstanding customer service and were friendly, helpful, well organized, efficient and professional. They were the best move team we have ever had! They made our move less stressful! We commend them for their outstanding services. Our sincerest thanks to everyone! You are the BEST!"
M.M., June 2015
- "They had years of packing experience and it showed! The head of the group checked in me periodically to make sure I was happy with the process. It was easy to feel comfortable having them in my home and packing up all my belongings. I am also impressed with the move crew that moved and unloaded my belongings. He knew I wanted my belongings quick and he made it happen! Crew was extremely helpful and very friendly. They made the process very smooth."
M.H., August 2015
- "They were excellent! I have moved several times and this was the best experience."
B.H., July 2015
- “Everyone was very involved in our move and extremely professional. I have told our family and friends about our experience and I will continue to praise your company!"
P.M., June 2015
- “Great service and a great experience. Your company made moving easy and stress-free!"
S.R., August 2015