Some people perform
better than others and we have a system that recognizes that, but at the same
time, emphasizes: "Whatever it takes to satisfy the customer is why we are
in business." Our Total Quality Service Program (TQS) is structured to make
every employee aware that it has been put in place for the right reason... to
make the company more responsive.
We are a services
oriented company for other businesses that need to build, improve upon, and
develop a great infrastructure. We believe that by not representing proprietary
products or services, we avoid conflicts of interest.
Summit's approach makes
us advocates for independent, unbiased advice and service to our customers. We
understand the management consulting services industry and we understand the
things our clients need to meet their stated goals and objectives. We feel we
have to implement a new system under which the client is our Number 1 concern
and responsibility. Under a new compensation plan, employees are paid a
commission plus a bonus geared largely to client satisfaction as measured
through the clients’ continuation with Summit.
By design, this plan
encourages formation of staff teams to serve the varied needs of clients. Team
members may be drawn from any of the company's offices stretched across the US
from San Diego, CA to Atlanta, GA., and on to Buenos Aires, Argentina.
We look at each market
as a profit center that has to stand on its own financially, yet we all have to
stand ready to be apart of a team for any client.
The company's emphasis
on TQS has given rise to what we call the "Double EE Standard of
Excellence". This standard is defined as exceeding the expectations of
clients by maintaining high levels of ethics and excellence.
internal adherence .to the standard by issuing customers a "guarantee of
quality". The guarantee lets the client reduce their agreed upon fee to
Summit if they determine "that the value added to the assignment by Summit
is not commensurate with expectations. In other words, Summit provides the
service; the client measures the quality of that service.
attending one of our programs, if a participant is not satisfied, we offer a
100%, no questions asked, money-back guarantee. Of the many thousands of
participants who have attended our programs, no one has ever asked for a refund!