TD Magazine Article
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After undergoing a cultural transformation, UL now trains employees and clients alike on how to adopt a winning entrepreneurial mindset.
After undergoing a cultural transformation, UL now trains employees and clients alike on how to adopt a winning entrepreneurial mindset.
Wed Oct 05 2016
Content
Twelve years ago, the public image of Underwriters Laboratories, the product testing and certification company, was tarnished due to a cavalier attitude that developed toward customer service—for most of its 100-plus-year history, UL was the only provider for customers to go to for U.S. accreditations. Surveys revealed that clients found the nonprofit company difficult to work with, while its command-and-control management style did not foster the kind of working environment for which the company strove.
Twelve years ago, the public image of Underwriters Laboratories, the product testing and certification company, was tarnished due to a cavalier attitude that developed toward customer service—for most of its 100-plus-year history, UL was the only provider for customers to go to for U.S. accreditations. Surveys revealed that clients found the nonprofit company difficult to work with, while its command-and-control management style did not foster the kind of working environment for which the company strove.