What gets measured, matters.
 

We measure a lot (and not just before we cut a piece of lumber). We gauge all types of performance metrics - financial, task-completion speeds, consistency in daily practices, adherence levels to guidelines, and so forth.
 

The two measures that matter most, when all the other measuring is done, is what we call the Help Scorecard.
 

The Help Scorecard is a measure of customer satisfaction AND business unit profitability.
 

We can achieve wild profitability and not treat our customers fairly and see very short term financial success. We can have a great level of customer satisfaction and spend too much time and money to achieve such and enjoy a very brief business life (and little true return on our efforts).
 

What we strive for (what we must have) is an incredibly high level of customer satisfaction coupled with consistent, industry average earnings (or better). We won't compromise either. This formula is what leads all businesses to long-term success - and we on here for the long term.
 

Employees are measured many different ways but their compensation (their reward) is based on their Help Scorecard Score - their individual performance factored against customer satisfaction and business unit profitability.
 

Help employees, for the most part, are paid a base wage or salary that is slightly below average for their responsibilities. If the business unit is successful (it meets or exceeds customer satisfaction and profitability benchmarks) then the employee is rewarded with profit sharing in line with his or her scorecard and position taking total remuneration to a level that is considerably above average.
 

We continually seek employees who understand and embrace this concept, one that creates a win-win proposition for the business unit, the employee, and ultimately, our customers.