These are some of the fundamental principles of service management excellence. And one way to integrate them, and be supported by the technicians who perform the service work and provide front-line customer service, is with a staff-developed mission statement: A clear, concise description of what your business does for customers.
If you were to ask people what they think the main goal of a business is, it’s likely that their answers would be something along the lines of “well, that’s simple: make money,” “make a profit,” or “charge enough money so you can stay in business.”