Tuesday Tip: Ownership!

In today’s Tuesday Tip we explore the concept of ownership and it’s importance in customer service and experience.

Have you ever sat in a restaurant and been completely ignored by the servers passing you by? In that scenario, no one is taking ownership to serve you, or to see to it that you are served!

Ownership is a vital element in the journey to provide positive customer experiences. Watch today’s Tuesday Tip and then share your thoughts, comments, and experiences!


Tuesday Tip: Making Service Standards Stick!

Most organizations I have worked with understand the importance of documenting Standards of Service. These are the rules of the road if you will, defining how customers are supposed to be treated. But even with service standards in place, so many companies fall short in their quest to consistently provide exceptional customer experiences. Why?

In today’s Tuesday Tip we’re going to look at a few of the service standards from the Broadmoor Hotel. And, I’ll share a key tip as to how the Broadmoor ensures these standards are applied consistently!

Culture Versus Strategy – There’s No Contest!


When it comes to success in your business, which is more important, culture or strategy? Truth is, it’s not even close. Culture wins out by far.

Culture has to do with defining, communicating, and living your company’s purpose and core values. Culture starts with your thinking…your mindset. For example, if you think of your employees as your greatest asset you will invest in them and do all you can to help them succeed. However, if you think of your employs as a cost of business, an expense, you’ll do what you can to keep those costs down.

Your core values are those behaviors that will never change no matter what else changes in your business.  Core values shape the direction of your entire organization.CoreValues

Applying the filter of your core values to every decision keeps your organization on the right path. It also serves to break down silos as everyone in the organization is aligned by your purpose and core values.

Your thinking (mindset) drives behavior (driven by your core values), which produces results. And here’s the amazing thing. The link between a positive culture and positive business results has been proven through empirical studies countless times.

One such study conducted by researchers at the University of Michigan found that, “…organizations that institute a positive culture achieve significantly higher levels of organizational effectiveness — including financial performance, customer satisfaction, and productivity.”

This is especially true in the customer contact center industry. The top 25 percent most highly engaged organizations continue to have significantly higher productivity, profitability, customer ratings, lower turnover and absenteeism than those in the bottom 25 percent (Source: Gallup, State of the American Workplace, 2013).

So if you are looking to drive performance results start with building an intentional positive culture. Then focus on your strategies. Doing so will drive decisions that are consistent with your core values and produce the results you are looking for.

Tuesday Tip: Celebrating National Customer Service Week!

National Customer Service Week (NCSW) is October 1st through the 5th this year. The International Customer Service Association created NCSW in 1984 as a means of recognizing and celebrating the valuable contributions made by front-line customer service providers each and every day.

In today’s Tuesday Tip, we’re talking about one of the best ways to celebrate National Customer Service Week…and that is by getting your C-Suite involved!

Tuesday Tip: Put Their Name On It!

One of the best methods of driving engagement of your front-line service providers is to put their name on their work! How? Well, there’s several ways you can create a greater sense of ownership with your customer service reps. In Tuesday’s Tuesday Tip, we’ll explore a couple of methods you can use to “put their name on it!”

Tuesday Tip: Creating Service Standards

Many businesses establish a set of “Service Standards.” These are the guidelines for customer service within the organization. At the world famous Broadmoor Resort in Colorado Springs, the Service Standards apply equally for interactions with guests AND with fellow employees. I like that!

But how do you go about establishing Service Standards in your organization? Well, in today’s Tuesday Tip we’ll share a simple and highly effective way of not only identifying your Service Standards, but gaining employee by-in as well! Enjoy!