Once in a great while you come across a company that blows your socks off with their customer service and that is exactly what has happened to me over the past few weeks in working with Vanguard investments. What is their secret? Three things: 1. Responsive. I have never had to wait more than […]
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I took ballet from the age of 7 until I was 17 years old. It is a highly disciplined art and I loved it! Dancers spend hours upon hours of perfecting their technique, so that when performance time arrives, they are able to perform at their peak. However, the performance is not just about the […]
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  You have been in survival mode for the past seven months just trying to figure out how to rework your business and organization during this pandemic. Now as things are loosening up, you are ready to get back to some of those key strategic initiatives you wanted to undertake before the crisis. Several clients […]
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  When the culture within an organization has a strong foundation, it can survive the chaos and tumult that surrounding external factors may be inflicting. Culture supersedes a strategy because culture is grounded in the fabric of the organization. Strategy is typically for the short-term be that one year, five year, or even ten year […]
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I just got off the phone with a representative of my cable company and said “Wow”! That doesn’t occur often, but here is what happened. I had a situation that needed human discussion, but dreaded the phone lines and wait; however, I was pleasantly surprised when I quickly got right into a cable representative. His […]
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  The success of every organization relies in large part on the organization’s beliefs and how those beliefs are upheld through its culture and standards. Culture unites and creates a strong bond that keeps people together and focused. Here are some examples: If your organization has a strong belief in quality and delivering quality products […]
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Why have those higher ed institutions that have implemented a culture of service excellence been successful? Three important reasons: 1. In a culture of service excellence, students and faculty feel they matter and belong. This is critical because students learn best where there is mutual care and respect. This is a part of the environment […]
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The culture of tomorrow, begins with the people you hire today. The hiring process gives clues to potential employees as to what your culture is like and who you hire will be a reflection of how your employees ultimately treat your customers. Looking through the lens of the job applicant, HR has several opportunities to […]
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1. Share their vision of Service Excellence for their dept/division and their belief in the organization culture at all opportunities. 2. Show enthusiasm and energize others with their commitment to Service Excellence. 3. Exhibit a sense of urgency in achieving goals and objectives. 4. Encourage teamwork within their department and throughout entire organization to accomplish […]
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