Hardwiring Accountability

Have you been the recipient of poor service lately? If you haven’t you are clearly an exception…congratulations. I’ve been honored to work with many conscientious leaders who know how hard it is to earn loyal customers; and, how easy it is to lose them due to poor employee attitudes and organizational snafus. One of the reoccurring challenges many of our clients face is hiring the right people with the right “service” attitude. Not skills…attitude. Skills can be taught…attitude is much deeper, complex and difficult to change.Once people with a caring disposition are onboarded, the next step is to orient and train staff with the skills that will make a competitive difference for your business. Standards of conduct, scripts for critical points during a transaction and service recovery responses all need to be implemented to create a culture of service in organization.Here are 3 things you need to build a culture of service:

1. Focus on Service Excellence—Get others passionate about measuring excellence and building a legion of raving and loyal employees who will “live these values” with customers

2. Focus on Leadership Action—Implement practical leadership tools that help connect-the-dots for employees empower them to deliver what they know is excellence and winning service to customers

3. Focus on Accountability Systems—Hardwire proven methods to create more employee ownership and alignment with company’s goals

Creating a culture of service is more than platitudes from management about the importance of “customer service,” followed by skills and drills training. Creating a service culture is about timeless values and mindsets of caring lived first with staff who pass this “internal state” on to customers.