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

Structure is the Key

If the business world in Australia goes into hibernation, what on earth do we as salespeople do?    Well I guess we could pull up stumps and “go home” mentally and turn our attentions elsewhere.  That’s certainly one option. My question about that though, is what...

The Hidden Impact on your Customer Facing Teams

Bushfires.  Coronavirus.  Global Recession.  Mass layoffs.  Daily updates on social distancing.  Industries disappearing.  Queues at Centrelink.   It’s rough.  Could get rougher.  Could?  Let me change that to probably will. For the industries who still have...

How to connect despite social distancing

Life has just jumped tracks.    One minute we were heading into a recession…but we kind of knew how to handle that…and we could prepare ourselves for less spending by less individuals and businesses…It would hurt, but it was something we could handle. Coronavirus...

How to sell in a recession

It’s coming.  Some say it’s here.  We dodged the last one….just.  This one is seemingly unavoidable. Selling is easy when the economy is buoyant, when confidence is high and employment is so abundant people are quitting jobs to pursue their passions. Relatively...

Coronavirus Update

These certainly are interesting times we’re living in, aren’t they?   With each day comes new information and new restrictions about the way we interact with one another to protect ourselves and those most vulnerable to Coronavirus.  I wanted to reach out to you...

One thing impacts something else

We don’t just transform in one way without transforming in other (sometimes unexpected) ways.  We just don’t.  I used the example of extreme weight loss in another article, so let’s return there for the purpose of example.  In losing say, 37kg in weight a person will...

Staying Hungry and Humble

There is a truth in sales that must be accepted in order to be truly successful and to ensure that success is continued.  And that is that we never pass go.  To use the Monopoly Board analogy, we may step on the destination but then we move beyond it…over and over and...

Acting As If and Imposter Syndrome

At some point in our career, each of us feels like we’re going to get the tap on the shoulder to tell us that the game is up.  They’re finally onto us…nice try but we’ll take it from here.  Imposter Syndrome.But where does Acting “As if” fit into this, and is it the...

Service is a privilege

To be of service is a privilege.   There I’ve said it.  It’s the fastest way to right size yourself, to put your ego well and truly back in its place and to live a life of legacy and purpose.  Not everyone sees it like this. Service isn’t related only to a job, a role...

2020: Hindsight or Vision?

Welcome to 2020! What a year, right?     What’s it going to bring you?  What will you bring to it? In December I wrote that with the start of a new decade, we have the opportunity to leave behind the habits, behaviours, thinking patterns, feelings, approaches...