After the worst of the recession, PGT Industries knew that it needed to reconnect its employees with its core values and rededicate itself to its customers. The question for our client, who is the leading manufacturer of impact-resistant windows and doors, was how? The company turned to us, and we developed a multidimensional strategy that built morale, trust and loyalty from the inside out, beginning with a peer-driven recognition program. The theme “We See It Through” became a clarion call and was embraced by employees, who were the stars of the campaign. It was subsequently rolled out to PGT’s distributors to demonstrate the company’s commitment to its values and how that made PGT the best in its class, and was later adopted as the company’s corporate tagline.
Within three months of the launch, more than 4,600 peer nominations were submitted and key quality indicators showed significant improvement, including an 82 percent decrease in disputed invoice amounts, a 27 percent decrease in credit memos and a 16 percent decrease in days of sales outstanding.