[March 15, 2016] My wife is the one who educated me on QVC and how great their customer service was for her and her friends. Any organization that I feature here in theLeaderMaker.com is one in which I have personal experience with at some level, although in this case less so. Since so many have told me so many positive things about it, I’ve come to believe it’s an excellent value-based organization.
QVC1 is a televised home shopping network and operates 24 hours a day. I now watch some of the programming when my wife wants something they are televising and I must say that the channel does more than sale items; the hosts are very entertaining and gracious to callers. I’ve also used their products (mostly ordering things my wife wants) and have found them to be quick to do what it takes to satisfy the customer.
Here is the QVC list of their values2:
- Customer focus
- Pioneering Spirit
- Commitment to Excellence
- Respect and Concern for Each Other
- Ethics and Integrity
- Openness and Trust
- Fund along the way
The trick for any organization to make their values work is for their senior leaders to personally be involved in weaving them into their talent management practices. This ensures the business is not compromised. In other words, it’s easy to sacrifice values when the “bottom line” outweighs a person’s ethics or professionalism.3
“From the moment you come to QVC, there’s a certain esprit de corps — a sense of people who are genuine and down-to-earth and will do anything they can for the customer and anything they can for each other.” – Elizabeth Rubino, Executive Vice President of HR
QVC was a success from the very beginning of their inception. Their values are non-negotiable and that, at least in part, explains why they have done so well.
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- QVC stands for Quality, Value, Convenience.