The Contagious Culture of the The Scooter Store: An Interview with Brian Mullaney

Brian Mullaney is proud to work for The Scooter Store. We can’t blame him considering the reputation of the culture. Mullaney is the Senior Vice President of the Customer Contact Center and keynoted the recent IQPC 11th Annual Call Center Week is Las Vegas. In his keynote case study at Call Center Week, Mullaney taught us how to take advantage of CEO support and involvement in "drilling down" the mission. We learned how to leverage principles from "Mastering the Rockefeller Habits" by developing "rocks," and building off quarterly themes that directly impact the performance result. And lastly we learned from Mullaney and The Scooter Store how to design an innovative and low cost reward and recognition program.

In this podcast he candidly talks about the challenges and opportunities in The Scooter Store’s contact center, a division comprised of five distinct functions: inbound operations, outbound operations, technical service, customer advocacy and data entry. Mullaney emphasizes the Scooter Store’s focus on creating an environment that focuses on quality, knowledge and customer care.

The Scooter Store is America’s leading supplier of scooters and power chairs for people with limited mobility, employs over 2600 people and has both inbound and outbound call center operations. The Scooter Store has been honored in Fortune Magazine as one of the "100 Best Companies to Work for" in large part to the culture the company built. The Scooter Store is known for how it engaged employees, clearly focused on owning the customer experience, and fulfilled the company mission to catapult the company to the Inc. Magazine’s list of fastest growing companies in America for five consecutive years.

Mullaney has a compelling contact center story to tell, specifically his ability to get people "wrapped around" the mission of The Scooter Store. Find out more about the contagious Scooter Store culture in this podcast interview with Customer Management IQ recorded at his keynote event.