Monday, March 16, 2009

S.T.E.P. Program

We are always looking for ways to provide Superior Customer Service. We appreciate your business so much that we want to make sure you are taken care of in the best possible way. We have an extensive training program for our employees, with a heavy emphasis in the customer service area. We call this program S.T.E.P which stands for "Superior Threads Educational Program".

We have a library filled with books on business, self improvement, and customer service. Mother Superior suggests that ideally we each read one book a week, or at least 30 books this year. As we increase in knowledge we not only become a better person, but also a better employee.
After reading the book, we turn in a 1 page report, and Mother Superior provides us with a $10 to $20 reward. We like this program! Pati, one of our office staff, reads about 5 books a week, and leads our team. She has the potential to really add to her paycheck this year.

Each book read can generate 10 to 50 ideas on how we can improve Superior Threads.

After living in Japan for many years, Bob and Heather adopted many of their ways. Our philosophy is to work from the "bottom up". Those working in the warehouse understand so much more of what needs to be done in the warehouse than those who are in an office. We receive many suggestions. We are open to most ideas and if one doesn't work, then we will go back to the previous way of operation until we find a better way.
Our goal is to serve you better. Let us know how we are doing.


  1. What a great incentive, having experienced Kaizen and this bottom up process, it is reassuring to see it working for all the right reasons. Something that clearly shows through in your products, love them!

  2. It is nice to see such a philosophy nowadays, and I'm pleased to shop at such a place.


  3. I am a big fan of Norman Vincent Peale books and his ideas. I was it on your book shelf so I had to comment.

  4. I believe what sets you apart from other retailers is your ability to care about your customers. Numerous times I have been connected to other Retailers who did not care about your order (as if they were on a quota system) and you can hear it in the tone of their voice. I feel that Superior Threads is constantly striving to educate the public through their customer relations. The cheerful voices that I have heard on the phone, to answer a question or to place an order, I hope to someday meet. Thank you . . .

  5. I love that you are doing this. Many companies give lip service to the bottom-up theory, but you are really making it work. Way to go, and keep up the good work.