Building a True Service Culture

For: Mississippi ASTDJune 14, 2012

Paul HasneyImagine Consulting LLC

801 N. Arnoult Road Metairie, LA 70001

Objectives

Everyone plays a role in building true service culture (leadership, team members, etc.);

Focus on how to build the “big 6” into your organization;

Give you some practical ideas regarding implementation of the “big 6”; and

It doesn’t matter what you do for a living – WE ARE ALL IN THE SERVICE BUSINESS!! Im

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Why Change?

• The Definition of Insanity:Doing the same thing over and over again, and

expecting a different result.

If we want different results, we must do different things!!!

Look for one or two different things that you can do to raise the service levels in your business.

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Turn the Pyramid Upside Down!

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Design the CultureCreates the Vision

Executesthe Culture

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The Secret Formula

CR < ERCustomer Relations < Employee Relations

Service Delivery in any business is an “inside/out” process!

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Service Driven Culture – The “Big 6”

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1. Service Focused Leadership• Leadership’s role:

• Decide what they want;• Be willing to do what it takes to make it

happen;• Walk not just Talk;• Demonstrate a PASSION for service?

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2. Clear Vision

• Do you have a service vision for your team/organization?

• Can you articulate it? • Will it capture the hearts & minds of those

who have to carry it out?• Do team members share in your vision?

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Service Vision Statement

• Do you have a service vision?

Note: It always helps when team members participate in the design!

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Service Behaviors Aligned with the Vision• How do you want your team members to

behave?• Are they specific?• How will you know if team members are

demonstrating the desired behaviors?

Note: It always helps when team members participate in the design!

Guidelines vs. Scripts

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3. Right People/Right Places

• Do you know what kind of talent you are looking for?

• Do they have the knowledge/skills/desire?• Do they have a passion for serving?• Are they trained? Are they trainable?

• Think of yourself as a Professional Sports Team GM! Talent is everything!! Im

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3 Requirements For Success

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4. Continuous Training

• Does your team have sufficient training?• Does follow up happen after the training?• Is the training reinforced?• Is the training relevant?

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PRACTICE – PRACTICE – PRACTICE!!

Do you give your teams opportunities to practice?

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5. Continuous Coaching

• Is coaching available?• Continuous improvement is the emphasis• Help me get better!• Catch me doing things right!• Do I get feedback when mistakes are made?

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6. Reward and Recognition Programs

• Create and support the culture you want!

• What do I get for going “above and beyond”?

• WIIFM?

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REMEMBER!

• You can create the culture you want.• If you don’t your team members will create it

for you.• Everything creates culture!

• What you say• How you act• What you reward• What you ignore• Etc.

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Service Driven Culture – The “Big 6”

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Paul HasneyImagine Consulting LLC

801 N. Arnoult RoadMetairie, LA 70001

504-231-8932E-mail: paul@imagineconsultingnola.com

Web Site: www.imagineconsultingnola.com

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