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Core value # 1 cannot be overstated. We simply exist to serve our customers and to deliver superior customer experiences. We’re a service company first that happens to be selling bicycles, parts and accessories. Notice that the value is not simply to provide great customer service, but rather to create great customer experiences. The idea here is that we endeavor to create an environment where customers leave with a refreshed feeling following their interaction with us.
Many of us have had poor customer experiences in the past. For many, there is a nervousness when doing business with a company for the first time. At Jenson USA we aim to take that nervousness out of the equation. We do this by going above and beyond the customer’s expectations. When you find a company that hits it out of the park each time, most tell others. It’s odd that in business so many just don’t get this.
This value sheds light on the importance of our other 9 values as it is only through our execution and commitment to those other values that we will be able to deliver the level of customer experience that we intend to.
You won’t find a “If it ain’t broke, don’t fix it” attitude around here. We must be opportunistic. That is what keeps us one step ahead of the competition and gives us our edge. At Jenson USA we thrive on establishing the standard that other companies look to as the example/benchmark. Competitors can copy our unique website features and services but they cannot copy our superior people who innovate and drive constant change. It is due to our people’s ability to rise up and set the pace that we are able to achieve superior results.
Our freedom to create and offer new ideas has been and will continue to be a key catalyst to our success. The world is ever evolving, and for us to be competitive within our marketplace and to be able to respond effectively to the ever changing needs of our customers, we must be willing to adapt and evolve.
This necessitates a willingness to continually encourage each others’ ideas. Creating an environment for ourselves that facilitates a free forum of ideas is a must. It is with this goal in mind that we will better prepare ourselves to listen and respond appropriately to our vendors, customers, and peers.
Continuously evaluate and evolve – this will impact how we do business and ensure we are relevant as needs and environments change.
It is our core belief that companies do not grow in and of themselves, but rather that people grow and bring companies along with them. Given this interpretation of growth, individual development becomes paramount.
Jenson USA has always done things that others simply would not do. Why? Because it’s hard work. If it was easy, then what value do we bring as a company? It’s through our detailed and tedious efforts that we gain the edge.
A few ideas that we subscribe to include:
This value is perhaps a culmination of all the other values combined. While this expectation certainly includes the simplistic and literal meaning of “telling the truth”, we intend for this value to extend beyond that.
When we say “Be Honest” we mean to stick to our values, follow through on our commitments, and be willing to admit when we have fallen short of those expectations. We realize that some of our ideals are very altruistic in nature, and could have the potential to seem hypocritical when not followed to perfection. We hope to be able to recognize when we fall short and make improvements based on that very recognition.
Delivering on this value undoubtedly requires a superior level of communication and openness. Effective communication is paramount to the success of the company. It is our belief that the failure of many companies is due to a lack of open honest communication. We take the time to have the difficult conversations from the heart. Crucial conversations are not only normal, they are expected.
There is no “my department” or “your department”. Instead there is “our company”. While it may be true that each employee has a defined set of job requirements that must be completed, these tasks should be carried out in a way that keeps our other values in mind.
With that in mind, the importance of team work becomes apparent. Everything that happens within Jenson USA is “our responsibility”. Our success is not the result of any one person, rather it is the result of everyone’s commitment and 100% intention.
We must always maintain a focus on operational efficiency and execution. Our ability to do more with less has been and will continue to be a key component of our ability to deliver on our initiatives. There simply can’t be any alternative to giving our maximum effort. It is through these efforts that we will differentiate ourselves and deliver upon our personal expectations.
It is also critical that we focus and move through our time at work with intent. It is all too easy to fall into the trap of doing things because they are part of a routine. We need to ensure that we are doing the things we are doing because they are important. The “Be Frugal” value suggests that we have thought through our way of doing things, rather than doing them just because…
For many, cycling brings to mind so many positive memories and experiences. We want others to have the opportunity to enjoy cycling as much as we do. To that end we work hard to support all cyclists, and we simply go bananas for cool bike stuff in general.
When Mike Cachat (pronounced Ca-shay) founded the company he had a dream of making a difference in the world through Jenson USA. It’s through this purpose that his passion for improvement and drive for perfection are fueled. It is with this mentality and effort that we intend to bring to fruition a positive difference in the lives of our customers, vendors and employees.
There are many decisions made in this business each year. It’s important that at Jenson USA we consider the impact of those decisions in a financially, environmentally and socially responsible way. This implies that any decision should always seek to balance three considerations: Is it financially viable? Is it socially responsible? And is it environmentally sound? This is the Triple Bottom Line business principle, which ensures that decision-making balances financial growth with corporate responsibility and short-term gains with long-term profitability.
It is our belief that we maximize our likelihood of achieving success when we seek service first. This can mean a lot of different things. Below are a few of the meanings we have discussed internally:
These are just a few of the many ideas that could be expressed, but we hope that these guidelines will help us to maintain a focus on service should we ever be tempted to lose sight of it.