Mobile Mini wanted to improve the customer experience across all satellite locations for companies that rent mobile storage. The new CEO made it a priority to get all employees on the same page and focused on providing excellent customer service.

Working with the Mobile Mini CEO, human resources, and other project team members, I lead the conception and development of an employee program and system where the CEO could have open communication with employees and implement company-wide changes quickly. The idea was if a Mobile Mini customer called, it was the responsibility of the employee to satisfy that customer start to finish. I came up with the program name, “I got this.” and set to work on a way to track and reward employees for adopting excellence in customer service. Using some elements of gamification, we created a system where employees receive points for participating in discussion groups, reading messages from the CEO, submitting suggestions for improved customer service, and other means of working towards 100% customer satisfaction.