“ATTENTION TO DETAIL DRIVES EVERYTHING WE DO.”

It is a catchy phrase, sure enough.  But, like every set of words strung together, the phrase can quickly slip into nothingness as quickly as it is uttered.  Attention to detail drives everything we do.  Believe it or not, the key word in that concept is “we”.  In many cases, an individual can be driven by attention to detail.  Everyone knows someone who is meticulous in their focus. Individual greatness, while always notable, has been witnessed by the masses numerous times.  It is admired, and in some cases, emulated..at least for a while.However, when a group commits themselves to the same level of excellence, and means it every day, something extraordinary exists.

In 2005, MBNA was purchased by Bank of America. From the mid-1980’s until 2005, MBNA, was the leader in affinity credit card marketing.  Chances are, if you carried a card with a logo of your favorite team, college, or association, MBNA was your credit card bank.  When the acquisition was complete, MBNA, the company, ceased to exist.  But, the commitment carried on. Somehow, the People of MBNA keep it alive, in their stories, in their business ethics, in their community service, and yes, in their continued attention to detail.

In 1986, as the company was beginning to experience success, the leaders of MBNA purposefully dedicated themselves to creating a list of core chracteristics that would define, for themselves, for all who were currently part of the organization, and for all who would later join, how success would be sought every day, by every person.  They named the finalized list, the MBNA Precepts.  When they were completed, everyone under the MBNA umbrella received a laminated precept card that was to be carried on their person, during business hours.  That way, when faced with business decisions, the precept cards could be referenced for guidance.

It was very simple.  If you agreed, and embraced the precepts, you belonged at MBNA.  If you could not, you were free to seek success elsewhere.

Unashamedly, although my focus is on BatteryDAQ and its Customers, I still carry my precept card, and we have adopted them, for our growing business.  Besides the company name, we have not changed a word. We will never take credit for the creation of the precepts.  But, the People of BatteryDAQ will continue to embrace them.

The MBNA precepts read:

MBNA IS A COMPANY OF PEOPLE COMMITTED TO:

• PROVIDING THE CUSTOMER WITH THE FINEST PRODUCTS BACKED BY CONSISTENT TOP-QUALITY SERVICE.
• DELIVERING THESE PRODUCTS AND SERVICES EFFICIENTLY, THUS ENSURING FAIR PRICES TO THE CUSTOMER AND SOUND EARNINGS FOR THE STOCKHOLDER.
• TREATING THE CUSTOMER AS WE EXPECT TO BE TREATED – PUTTING THE CUSTOMER FIRST EVERYDAY – AND MEANING IT.
• BEING LEADERS IN INNOVATION, QUALITY, EFFICIENCY, AND CUSTOMER SATISFACTION.  BEING KNOWN FOR DOING THE LITTLE THINGS AND THE BIG THINGS WELL.
• INSISTING ON AN INCLUSIVE WORK ENVIRONMENT WHERE EVERY SINGLE PERSON IS GIVEN THE ENCOURAGEMENT, SUPPORT, AND OPPORTUNITY TO BE SUCCESSFUL.
• EXPECTING AND ACCEPTING FROM OURSELVES NOTHING SHORT OF THE BEST.  REMEMBERING THAT EACH OF US, THE PEOPLE OF MBNA, MAKES THE UNASSAILABLE DIFFERENCE.

At BatteryDAQ, we embrace these same precepts because it means our Customers will receive our best effort, all the time.  Battery monitoring isn’t sexy, but assuring our Customers their power will stay up when the grid goes down is magical.  Our solutions reflect that commitment.

There was another phrase used at MBNA, that was placed above every doorway, in every building.  It was a simple reminder to “THINK OF YOURSELF AS A CUSTOMER”.  We do.

 
This blog is a commendation for Charlie Cawley.  Mr. Cawley was the founder and CEO of MBNA.  This week, Mr. Cawley passed away at age 75.  He was a visionary, leader, and philanthropist.  At any given time, the 28,000 people of MBNA could be observed following his lead.  They still do.