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Corporate Anniversaries 2014: Servco Pacific Inc.

Top: Members of the Servco Executive Team, from left: Glenn Inouye, Senior Vice President; Sandra Lacar, Vice President & Values Champion; Jeff Bell, Senior Vice President, CFO & Treasurer; Sheryl Delsol, Group Vice President & Director of Human Resources; John Harris, Group Vice President & CIO

Bottom: One of the many volunteer events where Servco employees donate their time.

Ninety-five years have passed since Peter Fukunaga first opened a two-car garage in Haleiwa with just six employees. From those humble beginnings, Servco Pacific Inc. (Servco) now comprises more than 1,500 employees worldwide, with locations in Hawaii, Australia and the U.S. Mainland. Specializing in three industries, automotive, insurance, and appliances, Servco saw revenues of $1.1 billion in 2013, putting it on a short list of top companies not only in Hawaii, but worldwide. CEO Mark Fukunaga and COO Rick Ching let us in on the company’s secret: A dedication to customer service that’s both purposeful and dynamic.

Rick Ching, COO, and Mark Fukunaga, CEO, stand in front of a brand-new Toyota Prius – the best-selling hybrid vehicle in America.

“We try to do a really simple thing well, but it’s complicated underneath,” Fukunaga says. “Our customers have been amazing partners over the years, always providing us with feedback, both good and bad, that has helped us to grow and serve them better.”

For nearly a century, Servco has flourished by adhering to three principles: satisfy customers, have dedicated employees, and make a personal commitment to hard work.  

“But just saying those are our principles isn’t enough,” Ching says. “We spend a lot of time working on our culture; improvements don’t happen by accident. Our efforts are intentional and have evolved with new technology, as have the processes we use to measure them.”

Started in 1919 in Haleiwa as a two-car garage.

Servco’s management team has figured out that having talented and happy employees does not automatically translate to having satisfied customers. Making a connection between the two, they found out, involves giving employees the tools to help them get there. That’s where processes come in.

“Take the automobile sales process—how we service a car, how we get a car from the harbor to the customer’s hands, how we follow up with the customer—all those things are processes, and all those processes are measured,” Fukunaga says.

But it’s not all about the numbers. With a three-generation, family-owned company, the ohana culture at Servco is prevalent in everything they do. Through the Servco Foundation and other initiatives, the company offers scholarships to its employees’ family members, volunteers thousands of hours each year, and donates vast amounts to various charities, all in Servco’s signature approach, which is informal and local-style, yet data-driven and professional.

 

2850 Pukoloa Street, Suite 300
Honolulu, HI 96819
Servco.com