Build a Culture Around Service

Studer Education

Encourage a Welcoming Culture

Have a plan in place for welcoming new team members. Don’t allow them to wander alone on their first day. Let them know where to park, how to dress, what the lunch policies are and, if possible, partner the newbie with a seasoned team member to show them around the office and introduce them to all of their coworkers. Ask your team to contribute their ideas for welcoming new members.

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Reflect on Values

What does your organization value? How do you role-model one of the values? How do those you work with role-model this value? How can your organization strengthen its commitment to living out the values?

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Design a Gratitude System

While everyone will appreciate a random act of gratitude, to ensure gratitude is a part of the culture, a system must be in place for expressing gratitude. Some ideas include: peer-nominated opportunities for employees who go above an beyond, establishing a gratitude station for thank you notes, ending each meeting with time for gratitude, etc. What system can you establish for your team or organization?

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Service Sets You Apart

Think from your customer’s point of view; what does your organization do to provide its customers with unmistakable value? How do your employees create loyal stakeholders? Do you see room for improvement?

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Standards Guide

Standards of service describe what it looks like when we are living our values. The standards guide employees on how they should treat each other and those they serve. To create standards, start with what the organization’s values and define those values. Next, determine what behaviors and actions align to living those values with our stakeholders. Finally, share the standards with your teams.

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Commit to Mentorship

Becoming a mentor shouldn’t be taken lightly. It’s a big commitment. Mentors ensure professional development happens at the right pace and the individual has the right tools to succeed. They devote their time, energy, and accumulated knowledge to inspire mentees towards their goals. Before you agree to become a mentor, consider whether you’re able to make the commitment to the relationship your mentee deserves.

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Culture of Care

Employees who feel that they’re cared about by their leader are far more likely to be engaged with their daily work and continue to work for the organization. Listen to individuals, tell them why you value them, and have empathy for their situations.

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Offer to Help

Reach out to a coworker and ask, “What can I do to help you today?” Execute the help they need without criticizing or becoming a distraction or a burden.

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Satisfaction Surveys

How do you know your stakeholders are satisfied? The best way is to ask. Create a stakeholder feedback survey and distribute it to customers, clients, the community, parents, etc., to gather essential data used for decision making and future success.

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Happy Employees = Happy Customers

Focusing on recognition creates a positive culture to work in, and a positive experience for employees and stakeholders. When a customer interaction involves a transfer to another team or department, tell the customer at least one positive thing about the other department or team member.
For example: ‘We appreciate your patience, John. I want to introduce you to Cheryl, who is going to provide you with support today. She is our best listener and I know you will be pleased with her detailed nature.’

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Harvest Stories

Ask team members to participate in sharing their ‘connect to purpose’ stories regularly – weekly/monthly meetings, all company emails, and during quarterly or yearly leadership development institutes or strategy sessions. Keep a collection of these stories to share with your organization’s newbies and those that need a little reminder of how their work makes a difference.

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Encourage a Welcoming Culture

Have a plan in place for welcoming new team members. Don’t allow them to wander alone on their first day. Let them know where to park, how to dress, what the lunch policies are and, if possible, partner the newbie with a seasoned team member to show them around the office and introduce them to all of their coworkers. Ask your team to contribute their ideas for welcoming new members.

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Recognition Team

Establish a service team of individuals who are responsible for creating reward and recognition programs and ideas for your organization. Individuals respond differently to various forms of recognition. By using a team to create reward and recognition programs there will be a greater variety of them.

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What is Their Preference?

Do your customers prefer an email or a phone call? Do they prefer 1 email a week, or 1 email a month? Learn your customers’ preferences and use the information to ensure they’re engaged the way they prefer.

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Use Strategy to Inspire

Celebrating success maintains the focus for improvement and provides others with stories of success. Listening to the “why” of success during a strategy meeting may provide others with strategy or process improvement ideas.

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Communicate Neutrally

When speaking about challenges, stop and think, “How can I phrase this in a way that doesn’t put others down – even subtly?”

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Human Responsibility

Identify a pain point for one of your team members today and make a point to solve it with urgency.

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Finding Meaning

All of us want to be a key player on a team that achieves something meaningful. Take time today to connect your team to the deeper purpose of the work you do. Reveal a deeper meaning behind your business strategy and actions the team carries out on a daily basis.

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