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

Energy flows where intention goes

I’m not one for denying reality.    When it comes to a healthy emotional and mental outlook, accepting reality is a key component.  And as I write this, Victorian small business, in particular, has been assaulted with another lockdown on a weekend that many in...

The Year of Recovery

2020…COVID.  Lockdowns…   Sorry, I don’t mean to be triggering…! But around April last year organisations pretty quickly realised that in such an “unprecendented” year it would be unfair to expect their sales teams to achieve original sales targets.  In fact,...

If you think there’s more, there probably is…

What a revelation!? If you’re anything like me, you’ve probably allowed yourself at times to entertain the notion that there is more possibility for you….even if you don’t know right now how to access it.  More roles, more revenue, more market share, more customers,...

Pressure reveals mindset

Getting back into a rhythm of market contact this year is going to be interesting to say the least.    In some sectors of the market, in person meetings are still rare indeed.  In others, market contact is all about being respectful of time which seems to be even...

I don’t “sell”

Every now and then I come across professionals who say things to me like:   “I’m not in sales.” “I’m not a salesperson.”  “Selling leaves me cold”   When I ask about their roles, it turns out that while they’re “not in sales”, they’re responsible for :...

Entitlement vs gratitude

I heard a story the other day that I found troublesome but not uncommon.    And it’s something that will absolutely separate those who will be ready willing and able to make the most of 2021 and those who won’t be. The first story was that of an employee who was...

Making the shift from Knowing, Doing to Being

I’m not interested in what you know, how long you’ve known it for or even how much you know.  I am happy that you know it.    Experience shows me though that it’s not knowledge that changes things, it’s the application of that knowledge.  We can know a lot of...

Choose Enthusiasm

Joy!….What is it good for….absolutely everything!  Say it again!   Customer service people, sales people, leaders of people….those of us who work with others to achieve an outcome understands the power of enthusiasm.  Of bringing joy to a situation.  It’s...

Are you successful in spite of yourself?

Success.  Achievement.  Getting results.   In sales and in sales leadership, there’s a measure of success: improvement in sales, improvement in margin, increase in average transaction value, reduction in sales cycles…So when targets across these measures are...

2021 Starts Now

Victorian sales teams: if you’re waiting for the end of lockdown until you can get back out there in person to see your prospects and customers, stop waiting!  The time was 2 months ago.  Act now.   I say this because it’s like we’ve been wading through treacle...