Delivering Excellence in Every Moment

Our mission statement here at Rapids is to “Deliver Excellence in Every Moment.” In order to do that, we have five company values that every employee strives to emulate in every interaction with customers (both internal and external) that serve as “pillars” to our mission statement, holding it up and ensuring we can provide a superior experience. This statement and the values that uphold it were decided upon as a company through a series of customer service training sessions, in which employees determined which values they felt were most important in Delivering Excellence in Every Moment.

To encourage and recognize the presence of these values at Rapids, we have implemented a system in which employees can nominate each other for stellar interactions with either an external customer, or with another co-worker. Every month, the management team chooses a person from these nominations who has best embodied one of our Five Pillars of Excellence. This person is awarded a prize, and will be entered into voting that takes place at the end of the year. The winner of this voting will be awarded a grand prize of cash. In addition to this, the people who are doing the nominating also have a chance to win prizes. Each quarter, a nominator is randomly selected to receive a gift card. This rewards the people who take the time to make sure their co-workers get the recognition they deserve.

Below, you can find brief explanations of each of our values, as well as pages featuring each of our monthly winners.

Our Pillars of Excellence Are:

I will be Personally Accountable – Pushing problems onto other people may be the easiest course of action, but it also means that the problem will take longer to be addressed. Whether or not something was your mistake, taking responsibility and helping to find or create a solution is the Rapids response.

I will be Honest – Sometimes, telling a hard truth is necessary to get through an issue with a customer or coworker. It is also vital that we are upfront with our customers and vendors, as that is the way to build lasting and productive relationships.

I will be a Problem Solver – A crucial aspect of working at Rapids is efficiently resolving any complications that may arise with the customer in mind. Speaking of which…

I will put the Customer First – If you have the opportunity to go above and beyond for the customer, do it.

I will Mind My Ping – The main focus behind this value is to put your best foot forward in every situation. We all understand that people can sometimes have bad days, but it is important that you limit the amount this influences your interactions with customers as much as possible.