Commitment to the Process: How Evergreen Sign Company is Taking Over the Seattle Custom Signage Industry
In business, certain principles remain constant across every industry. Master these, and you’re likely to experience success in any venture. Brian Sims of Evergreen Sign Company, has developed a formula using his fundamental principles. It starts with commitment, more specifically, a commitment to the process. That commitment creates consistency as his words align with his actions. With consistency comes reliability. Brian and his teams “walk the walk,” and because of that, their customers can rely on them. Commitment to the process, consistency, and reliability. When combined, these elements create an experience of exceptional customer service.
Over the past three decades, Brian has learned that all business boils down to service. With this understanding, he’s built four successful companies, and his most recent business, Evergreen Sign Company (ESC), is no exception.
In six short years, Evergreen Sign Company has become a leader in the Seattle custom signage industry. They’ve grown into a multi-million dollar business while competing against century-old companies. What’s more, is they’ve managed to grow strictly through word of mouth with zero advertising. How have they done it? According to Brian, “Do what you say you’ll do, and you’ll win. Most competitors aren’t even on that level.” Simple enough, right? In reality, though, “simple” doesn’t mean “easy.” Let’s look at how Evergreen Sign Company puts these principles to practice in daily business.
When speaking about their commitment to the process, Brian explains, “Once a customer hires us, ESC becomes another member of the team. We might not be in the office, but we’re only a phone call away, ready to help.” Their team understands where they fit into each project which allows them to anticipate the customers’ needs. They know what’s important to the owners, the architects, and the contractors. If the team doesn’t understand something, they’re not too proud to ask. And every once in a while, the team turns to Youtube to learn new skills. When problems arise, their only focus is finding solutions. Then, the team reviews the experience and adapts their system to avoid future issues.
Brian continues, “In our business, time is money, and everything has a deadline. When our company arrives for installation, we’re usually the last people on-site. Once we’ve finished, the customer can get their certificate of occupancy and begin making money. So we take our jobs really seriously. The customer can expect our commitment to the process and their project, no matter how small or big it is. They can expect a full fledge of team members.” It’s this explanation that encapsulates what commitment to the process means at Evergreen Sign Company.
The secret sauce needed for a firm commitment is consistency. At ESC, rock-solid infrastructure is the backbone of a consistent business. “My focus is infrastructure. I make sure we have everything we need to deliver on our promise,” Brian explains. Infrastructure is the underlying foundation or basic framework of a business. For Evergreen Sign Company, this includes three critical components.
The primary focus is building autonomous teams where each member can provide value. This eliminates the need for micromanagement and contributes to healthy company culture. A healthy culture enables the business to produce consistent and reliable results.
Once built, every team must have all the equipment they need to deliver on their promise. If a piece of equipment is missing, the team relies on an outside source to perform on time, as expected. That dependence creates a liability and affects consistency. Brian’s solution ensures each team has everything needed to control their process. His effort allows the teams to remain efficient and mitigates negative customer experiences. At the end of the day, this is what business is all about.
The third key component for consistent success is crucial. That component is building systems that allow for a fluid operational process. Here’s how Brian explains it, “With any business, you need to identify every step then put levers in place. When lever “X” is pulled, then “Y” and “Z” happen. When this lever is pulled, that person does this. The levers are in place to deliver a great customer experience. So when they come through, we have a fluid process. That knowledge allows the customer to be comfortable and aware that we know what we’re talking about.”
Once committed to the process with guaranteed consistency, ESC can focus on execution. Consistent, committed execution creates reliability. “In this industry, reliability is everything. With customers, the goal is to become their guy. When a contractor or developer begins a project, they need to call their sign guy,” says Brian. “We become that guy by being as reliable as possible. Before working with us, the customer was working with the other guy. But then they experience the difference, not in what we say, but in our actions. Anything we say, we do.” It’s this mentality that cultivates a reputation of reliability.
When Brian and his team missed a shipping deadline for a customer in Canada, they had a choice to make. They could call the customer and deliver the bad news or hand-delivered the product. The team loaded up their cargo van and headed for the border that evening. “When we arrived, we knew the customer would be there for a nine o’clock meeting. We knew where it was going to be because we had their address. The look on that customer’s face as they watched us unload the van was just priceless. We didn’t call and say, “Oh, sorry.” It wasn’t even a question, and it was a good road trip for us anyway.” Brian goes on to explain, “If I’m trying to win a project, I’m going to tell the customer everything they want to hear. Then I’ll tell them, “I do it one step at a time, and I’m going to prove myself to you every single day along the way. In the end, refer me to your friends.”
This attention to detail creates an exceptional customer experience. At ESC, there’s no focus on being better than the competition. The only focus is doing the absolute best job within their control. This mindset creates an experience that Brian compares to dining at a fantastic restaurant. “You may not say, “Oh, that other restaurant sucks,” but you know it wasn’t nearly as good. You know based on your experience, without thinking about it. That’s how we do it.” Evergreen Sign Company wins business by creating a great customer experience. Once the customer has had that experience, they never want to leave.
With just six years under their belt, ESC is only getting started. Each day, they have one goal in mind, to execute their mission. Create beautiful custom signage with an exceptional level of service. They do this by embodying Brian’s philosophy. They control what they can control and take each day for what it is. All while giving it their best. In doing so, they find peace in the process while constantly proving themselves.
If you’re in the Seattle area and need a custom signage provider, look no further. Brian and Evergreen Sign Company will be there for you, every step of the way. By working with them, a group of highly-skilled signage professionals becomes the newest members of your team. You can rest easy knowing the most consistent and reliable Seattle signage company is committed to your project. Expect a high level of communication and excellent service. Once the project is successfully completed, consider referring them to your friends. In the end, words can only do so much justice. Evergreen Sign Company are masters of their craft. It’s something you must experience to understand. Give them a call today.
Evergreen Sign Company
1513 Central Ave S
Kent, WA 98032
(253) 852-1354