Sterling Principles
Sterling is the word for fine silver — 92.5% silver by weight and 7.5% other metals. The word “Sterling” is used to describe character, habits, treatment, and reputation, among other things. This word represents the “best.” We want our company to represent fine silver so that everything we do can be done to a level of excellence that upholds the name Sterling.
Sterling is also Mark Monroe’s middle name, so as the Founder and CEO, he has lots of pride on the line with our company.
Sterling Family
The Mantle of Leadership
When you take on the mantle of leadership, you give up your right to have a bad day.
Every day when we walk into one of our restaurants or into the office or into a meeting, we want to do so with a smile and a genuinely happy attitude. We must leave our personal problems and issues at the door. Never bring them to work. As leaders, the most important thing we can do is create a friendly and constructive atmosphere, so we help everyone around us have a “good day.”
We are a G-Rated Company
Team Members and Guests are welcomed and promised a courteous and enjoyable environment, free from harassment, obscenity, and intimidation. This applies to all of us – from every role in the restaurants to everyone in our Support Center.
Support center
Our home office is called the “Support Center.” It is not called Corporate. We are all about supporting everyone who works in one of our restaurants. Every person who does not work in a restaurant is only here to help support those who do. The primary job of the Support Center is to make the jobs of the GM’s and AM’s easier.
Jan Carlzon CEO at SAS
“If you are not serving our customers or serving someone who is serving the customer, there is no place for you in this company.”
Support center
Our home office is called the “Support Center.” It is not called Corporate. We are all about supporting everyone who works in one of our restaurants. Every person who does not work in a restaurant is only here to help support those who do. The primary job of the Support Center is to make the jobs of the GM’s and AM’s easier.
Values and beliefs
“I firmly believe that any organization, in order to survive and achieve success, must have a sound set of beliefs on which it premises all its policies and actions.
Next, I believe that the most important single factor in corporate success is faithful adherence to those beliefs. And finally, I believe that if an organization is to meet the challenges of a changing world, it must be prepared to change everything about itself except those beliefs as it moves through corporate life.”
Our VALUES here at Sterling Restaurants are the foundation stones of who we are and what is important to us. These Values are:
Run it like you own it
Elevate others
Always do the right thing
Live positive
Customers are our guests
“The customer is always right.” John Wanamaker
At Sterling we believe this slogan . . . even when the customer is wrong. We always make it right for the customer. We never argue with the customer. We don’t challenge them on the use of water glasses, coupons, or anything else for that matter. We give them refunds with a smile. We never let them leave unhappy. Yes, we know that some people will take advantage of us. That’s okay.
When we send an unhappy guest away, they will tell eleven of their friends. That guest and all eleven of their friends will never visit our restaurants. So, we will have lost a lot of potential business, just because we were worried over a few pennies.
Give them what they want! We never say No to a guest.