How to have a SERVICE culture

How to have a SERVICE culture

 

Culture.  You can feel it.  It’s embodied by the experience we have as employees, as clients or customers, as service providers…and it’s a tricky one to define.  But we all know when the culture is a good one, and when it isn’t.

Creating a service culture means more than what we “do”.  It’s how we “are”.  It speaks to our values, (and I’m not talking about the eagle picture on the wall of a meeting room with the word INTEGRITY underneath!) 

When a company takes time to define its values and outlines what those values look like when they’re embodied with observable and measurable behaviours culture has the best possible chance of actually being LIVED.  And it makes hiring, onboarding, managing and for that matter firing (for want of a better word) so much easier.

 

Recruitment:

When values are clear, potential candidates are either attracted or know well in advance what your organisation is about and what that means for them.  If they come along for the interview, then behavioural questions will reflect your “what good looks like” values based behaviours.  When values are aligned, it means that skills, experience, and qualifications are a bonus.  It helps you identify what really matters and who really matters.  Values can’t be taught but skills can be.  It makes sifting the wheat from the chaff simpler….NEXT!

 

On-boarding:

So you’ve found a candidate whose values align with those of your organisation, and who has demonstrated they have the skills and necessary qualifications and experience to join your team.  An on-boarding program that includes embodying your values means an expectation and clarification as to what that means for them in their role is achieved from DAY1.  Examples are all around them of others embodying the company values which reinforces how those values are demonstrated across roles, across the organisation

 

Managing

Nothing beats observation against criteria that demonstrates values embodied.  Leader observation and coaching, peer observation and feedback and self evaluation using the values behaviours are all a part of making living values a way of doing every day business at your organisation.  When people aren’t living or demonstrating your values, you have somewhere to go because the behaviours are clear….which leads me on to…

 

Firing

A values violation isn’t a crime, when it happens once and it’s been managed well with a direct and straight forward conversation. When there is a pattern of behaviour that is misaligned with values behaviours it makes the “moving on” discussion clearer. 

When considering what those values behaviours look like, consider that when enacted, the experience makes them obvious.  If a customer can describe the values they experienced in their interaction with one of your people, it’s working.

 

View our other posts

From My Heart to Yours This Xmas

Any business which has person to person  interactions has an opportunity to embody the spirit of Xmas by demonstrating our willingness to serve others.  I talk about service a lot.  I am guilty of banging on about it actually.More recently I’ve been asked why the word...

Rep vs consultant

What makes a good sales rep? Is it someone who has the courage to walk into a brand new prospective business and give them the “spiel” like a door to door encyclopedia sales person?Is it someone who builds great rapport on first introduction and makes a time to have a...

When Connection goes wrong

Some people are amazing at building rapport.   They’re naturals.  Everywhere they go, they meet more people who like them and who trust them. It’s almost like they can’t help it….or can they?I recently met someone like this, who connected with me so well that I had to...

Build your network before you need it

A few months back I caught up with a friend and colleague who had recently been made redundant.She’d been in the role for a few years and couldn’t foresee the events that led to a few people in her department being let go when a new Managing Director started making...

Why gratitude is fundamental to better service

We can only give away what we have.  The disease of more is rife in our culture: more money, more time, more boobs, more lips, more sex, more love, more holidays, more recognition, more likes, more followers….when is what we have enough?  When do we learn to...

PODCAST: The Art Of Backing Yourself

Listen to EP 6: The art of backing yourself | Ingrid Maynard from The Millennial Crisis in Podcasts View our other posts

Have we trained customers to expect too little

Are customers expecting too little of retail? When our customers believe that great service is being greeted when they enter our store we must NOT pat ourselves on the backs as retailers!Because it’s not great. It’s common courtesy. A service standard.  And it’s on...

Merging online and bricks and mortar

In 1999 when I was working at the Australian Retailers Association, I read that MYER was adamant that its online sales would only ever be 10% of total sales revenue. How times have changed. With bricks and mortar retailers battling declining sales, it’s easy to think...

The Customer Experience?

Retailers!   We have never lived in a more exciting time when technology and personal experience can work together.  Ignite your imagination beyond marketing and understand that your people are your front line brand ambassadors.  They embody your brand…..or not.  What...

How to have a SERVICE culture

How to have a SERVICE culture Culture.  You can feel it.  It’s embodied by the experience we have as employees, as clients or customers, as service providers…and it’s a tricky one to define.  But we all know when the culture is a good one, and when it isn’t.Creating a...