Build a Culture Around Service

It is important for each of us to step back and look at our organizational culture. What does it...

Start by asking your customers. Find out what their expectations are, and probe customers for ways your organization can...

Passively deal with a difficult employee by choosing to lead by example. You can’t expect others to act in...

Remember to recognize those providing unmistakable value in your organization. This recognition can be as simple as a shout-out...

Keep track of the complaints you receive and respond to. Every 6 months revisit that list and make note...

Stop yourself from thinking you “have” to do something, and start thinking about things like you “get” to do...

Always be on the lookout for opportunities to harvest stories for your organization. Whether the story is from a...

It is often the small things that we remember during our experiences as a customer that form our long-term...

Next time you’re rushing to that next meeting, look up and give the people you’re zooming past a smile...

When you see or hear someone that is not adhering to the standards, speak up. At the same time...

If your organization doesn’t have a peer interview team, determine how you can start assembling the right team for...

AIDET® is a valuable tool for all types of interactions. Elements of AIDET® do not have to be delivered...

Openly thank employees and provide specifics about why you are thanking them, or send them a “thank you” note....

Movement to excellence is first seen in our interactions with internal and external customers. This means we speak to...

Service excellence is about providing high-quality service to both internal and external “customers.” Leaders must define what excellent service...

Sometimes when new leaders are getting started in their role, they feel pressure to make changes, get quick results,...

The number one complaint customers cite is the difficulty of resolving their problems. Analyze your customer service process. Are...

Who do you know that could benefit from being introduced to another professional? How can you improve your relationships...

While creating job descriptions or new job roles, ask your current employees for their opinions and feedback. It’s likely...

Reach out to a colleague at a previous job, an old friend from college, or someone else you’ve lost...

Seek out ownership opportunities within your organization. You don’t need a specific role or job title to be an...

While everyone will appreciate a random act of gratitude, to ensure gratitude is a part of the culture, a...

Think from your customer’s point of view; what does your organization do to provide its customers with unmistakable value?...

Standards of service describe what it looks like when we are living our values. The standards guide employees on...

Becoming a mentor shouldn’t be taken lightly. It’s a big commitment. Mentors ensure professional development happens at the right...

Employees who feel that they’re cared about by their leader are far more likely to be engaged with their...

Reach out to a coworker and ask, “What can I do to help you today?” Execute the help they...

Gather data from your customers and front-end employees about their service experience with your organization. Listen to the feedback...

How do you know your stakeholders are satisfied? The best way is to ask. Create a stakeholder feedback survey...

Focusing on recognition creates a positive culture to work in, and a positive experience for employees and stakeholders. When...

Ask team members to participate in sharing their ‘connect to purpose’ stories regularly – weekly/monthly meetings, all company emails,...

Have a plan in place for welcoming new team members. Don’t allow them to wander alone on their first...

Establish a service team of individuals who are responsible for creating reward and recognition programs and ideas for your...

Do your customers prefer an email or a phone call? Do they prefer 1 email a week, or 1...

Celebrating success maintains the focus for improvement and provides others with stories of success. Listening to the “why” of...

When speaking about challenges, stop and think, “How can I phrase this in a way that doesn’t put others...

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

All of us want to be a key player on a team that achieves something meaningful. Take time today...