Mid-January is here. The holiday wrappings are cleaned up, the decorations are down, and everyone is getting all geared up again at work. It’s time to start meeting those strategic initiatives that were identified in 2015 to be indicators of a successful year ahead. As everyone hunkers down and employs tactical approaches […]
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If you don’t have Service Standards, you don’t have consistency. Every employee will make up the behaviors they feel best fit the situation or the behaviors they have been taught to do in their last job that they were rewarded for. This may or may not be the right behaviors to represent your organization. Many […]
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I recently was on a Jet Blue flight returning from Denver to Orlando when it was announced the flight would be delayed three hours due to weather conditions in Denver. With the two hour time difference and three hour flight, I now would not be arriving home till 5 a.m. in the morning. […]
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When Ritz Carlton looks to hire a new employee they interview for how the person interacts with others. They figure they can teach most of the technical skills needed to do the job tasks and that it is easier to teach those skills than it is to teach someone to be nice. When […]
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One of the toughest jobs of a manager is holding people accountable to good behaviors. One of the toughest jobs of an employee is to find out what constitutes good behaviors and what doesn’t. Having clear and defined Service Standards addresses both of these situations. Effective leaders ensure Service Standards are communicated and understood by […]
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Someone once asked me why Walt Disney World, Ritz Carlton, and Nordstroms were so lucky in that they always got such great people working for them. My response – it’s not by luck, it’s planned and managed. A culture is made up of the people you hire; therefore, the recruitment of right fit people is […]
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At least 90% of today’s products are commodity products. With that in mind, the differentiator in your business today is in the “customer experience”. The experience is the result of your culture. You can’t force people on how to behave when you are not around, but a culture can inspire employees to perform well even […]
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> Companies that have service standards are not strict and rigid. Companies that have service standards are not stifling creativity in their service delivery. Companies that have service standards are not restricting innovation in the customer experience. Service Standards are empowering and make the job of the employee and the manager so much easier. Why? […]
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>I was just sent a wonderful blog that came from the Journal of Wawa CEO Howard Stoeckel. Values Day to Remember Wawa is a chain of highly specialized convenience stores located over a 5 state area in the upper northeast United States. The company’s first store was opened in 1964 and their core purpose is […]
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