Define What Excellent Service Means
When we ask our teams to deliver excellent service, it’s important to explain what “excellent service” means for your organization. To build on the explanation and increase the understanding and delivery of service that goes above and beyond, employees benefit from ongoing communication about standards of service.
What's eroding your team's morale?
Employees and leaders suffering from low morale are the ultimate silent killers for an organization. Actively disengaged employees are costing the American economy billions per year in lost productivity. How can leaders recognize low-moral and re-engage team members before the organization's success is jeopardized?
When it's high-impact, include many voices.
Focus groups are a useful way to gather information from a variety of individuals at the same time. In this video, Superintendent Rob Clayton explains why focus groups were engaged to provide input on the district's strategic plan. He describes the benefit of including multiple voices.
Get help prioritizing feedback.
Stakeholder feedback can support our selection of prioritized, manageable next steps that will make the most difference to those we serve and drive the results we aim to achieve. These tips provide leaders with options for soliciting perceptions on urgency and impact of next steps.
What does a focus group look like?
A focus group facilitator relies on a series of questions, to gather information about a specific topic. It is important to record all responses offered by the group. In this video, the facilitator uses questions, probes, and a white board to capture relevant details from participants.