Why Service Excellence is our Most Important Value
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What is service excellence? Why is it so important to our employees and organizations? Superintendent Dan Woestman explains why his organization treats service excellence as their most important core value and how it's infused into their culture.
Reflection Activity
Video Transcript
Reflection Activity
- Why would someone choose your service? What sets your organization apart from other choices?
- Does your organization value service excellence? How do you show your commitment to service excellence in your daily interactions with coworkers and customers?
Video Transcript
00:02
so we have a handful of core values and
00:05
I’ll talk about all of those briefly
00:07
here in a few minutes
00:08
but one of our core values as a school
00:11
district is service excellence and so
00:13
just to start off I want to talk about
00:15
this idea of what is service so service
00:19
is the extent to which we are able to
00:22
meet customers needs and expectations so
00:26
the extent to which we’re able to meet
00:27
those expectations
00:29
most people have certain needs and
00:31
expectations around these four areas the
00:34
provider being timely and responsive
00:36
being professional being accurate and
00:39
being friendly and those are kind of
00:40
some basic foundational needs that most
00:42
people have from someone that they’re
00:44
receiving a service from now then we
00:48
would ask what is service excellence
00:50
Quint Studer who often is is kind of
00:53
quoted and the the Studer world
00:56
obviously gives a good example of
00:59
service excellence and some of his
01:00
writing he talks about Starbucks and how
01:03
people are able when they go to
01:04
Starbucks get something above and beyond
01:08
what is expected so when you’re going to
01:10
Starbucks you’re not just going to get a
01:12
cup of coffee if you just needed a cup
01:14
of coffee you would probably do that at
01:16
home or if you just didn’t want to make
01:17
it yourself you might just go to
01:19
McDonald’s and get a cheap cup or Dunkin
01:22
Donuts and get a cheap cup of coffee but
01:24
you’re able to get at Starbucks
01:26
something additional or above and beyond
01:29
just those basic level of expectations
01:31
and so they would be considered an
01:34
example of service excellence they’re
01:36
providing something that’s above and
01:38
beyond Disney calls us the delight
01:40
factor so they’re trying to ask on a
01:42
regular basis how can I delight our
01:44
customers the people that purchase from
01:47
us or that visit us so we have a value
01:51
around service excellence and it’s are
01:55
we consider our most important value
01:57
this is a picture of a group of students
02:01
from a school in Cincinnati Ohio this
02:05
school is called st. Xavier High School
02:06
and I’m picking on the school because
02:08
this is where I went to high school it’s
02:10
a private Jesuit High School right now
02:13
the two
02:15
chin to go to Saint Xavier high school
02:17
it wasn’t this much way back then but
02:20
it’s $15,000 a year to go to the high
02:22
school somehow they are able to get
02:27
families to come to their high school
02:29
they have over a thousand students every
02:31
year from the Greater Cincinnati area
02:33
that come to their school they are an
02:37
example of an organization that is
02:38
actively trying to help potential and
02:41
current customers to figure out or learn
02:44
or make the decision to attend there
02:46
because they have to convince people
02:48
that they offer something above and
02:51
beyond what the basic expectation around
02:53
education is we I think have to continue
02:57
to figure out this question as well
02:59
whether it’s because parents are
03:02
determining or trying to figure out
03:03
should they send their child to your
03:05
school or to your city or live in your
03:09
municipality because they could live
03:11
somewhere else or because they want to
03:13
contract those services with someone
03:14
private and they’re willing to pay for
03:16
that it doesn’t matter people can either
03:18
vote with their wallet or they can vote
03:20
with their feet more and more we have to
03:23
recognize that people are able and are
03:25
choosing where they want to send their
03:26
children at the same time it’s becoming
03:30
more and more relevant at least in in
03:32
our circles in Illinois and I think
03:34
around the country too that teachers
03:37
custodians paraprofessionals office
03:41
professionals the staff that
03:43
traditionally make up the guts of what a
03:45
school is they have choices too and as
03:47
it becomes more and more difficult to
03:49
recruit and retain your best employees
03:52
in your organization you have to figure
03:54
out what do we offer that sets us apart
03:56
from other people or from other
03:58
organizations or from other service
04:00
providers so part of what we’re talking
04:02
about today is if you can figure out how
04:04
to get excellent service into the the
04:08
everything that you do on a regular
04:10
basis as a school district or as a
04:13
municipality as an organization what it
04:15
whatever it is that you do as an
04:17
organization if you can figure out how
04:19
to get great service into that that’s
04:21
part of helping your results move
04:23
forward so I think this is an
04:25
acknowledgment that this isn’t all about
04:27
Action Plans
04:28
or scorecards which we are very heavy
04:30
into it’s not all about surveys and
04:32
responding to surveys which we are very
04:34
heavy into in our organization it’s also
04:36
about recognizing why we got into
04:39
education or why we got into the
04:42
organization that we’re we’re in and
04:44
what it is that we stand for and how we
04:45
want to interact with other people and
04:48
what we want to exemplify the best of
04:50
what we are
