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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.
  • 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?
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so we have a handful of core values and
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I’ll talk about all of those briefly
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here in a few minutes
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but one of our core values as a school
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district is service excellence and so
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just to start off I want to talk about
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this idea of what is service so service
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is the extent to which we are able to
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meet customers needs and expectations so
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the extent to which we’re able to meet
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those expectations
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most people have certain needs and
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expectations around these four areas the
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provider being timely and responsive
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being professional being accurate and
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being friendly and those are kind of
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some basic foundational needs that most
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people have from someone that they’re
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receiving a service from now then we
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would ask what is service excellence
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Quint Studer who often is is kind of
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quoted and the the Studer world
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obviously gives a good example of
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service excellence and some of his
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writing he talks about Starbucks and how
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people are able when they go to
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Starbucks get something above and beyond
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what is expected so when you’re going to
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Starbucks you’re not just going to get a
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cup of coffee if you just needed a cup
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of coffee you would probably do that at
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home or if you just didn’t want to make
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it yourself you might just go to
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McDonald’s and get a cheap cup or Dunkin
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Donuts and get a cheap cup of coffee but
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you’re able to get at Starbucks
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something additional or above and beyond
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just those basic level of expectations
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and so they would be considered an
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example of service excellence they’re
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providing something that’s above and
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beyond Disney calls us the delight
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factor so they’re trying to ask on a
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regular basis how can I delight our
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customers the people that purchase from
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us or that visit us so we have a value
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around service excellence and it’s are
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we consider our most important value
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this is a picture of a group of students
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from a school in Cincinnati Ohio this
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school is called st. Xavier High School
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and I’m picking on the school because
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this is where I went to high school it’s
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a private Jesuit High School right now
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the two
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chin to go to Saint Xavier high school
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it wasn’t this much way back then but
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it’s $15,000 a year to go to the high
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school somehow they are able to get
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families to come to their high school
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they have over a thousand students every
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year from the Greater Cincinnati area
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that come to their school they are an
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example of an organization that is
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actively trying to help potential and
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current customers to figure out or learn
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or make the decision to attend there
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because they have to convince people
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that they offer something above and
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beyond what the basic expectation around
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education is we I think have to continue
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to figure out this question as well
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whether it’s because parents are
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determining or trying to figure out
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should they send their child to your
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school or to your city or live in your
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municipality because they could live
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somewhere else or because they want to
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contract those services with someone
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private and they’re willing to pay for
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that it doesn’t matter people can either
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vote with their wallet or they can vote
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with their feet more and more we have to
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recognize that people are able and are
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choosing where they want to send their
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children at the same time it’s becoming
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more and more relevant at least in in
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our circles in Illinois and I think
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around the country too that teachers
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custodians paraprofessionals office
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professionals the staff that
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traditionally make up the guts of what a
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school is they have choices too and as
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it becomes more and more difficult to
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recruit and retain your best employees
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in your organization you have to figure
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out what do we offer that sets us apart
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from other people or from other
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organizations or from other service
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providers so part of what we’re talking
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about today is if you can figure out how
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to get excellent service into the the
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everything that you do on a regular
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basis as a school district or as a
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municipality as an organization what it
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whatever it is that you do as an
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organization if you can figure out how
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to get great service into that that’s
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part of helping your results move
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forward so I think this is an
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acknowledgment that this isn’t all about
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Action Plans
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or scorecards which we are very heavy
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into it’s not all about surveys and
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responding to surveys which we are very
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heavy into in our organization it’s also
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about recognizing why we got into
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education or why we got into the
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organization that we’re we’re in and
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what it is that we stand for and how we
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want to interact with other people and
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what we want to exemplify the best of
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what we are

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