Select Squared

By Cheryl Smith, IOM President, CultureSmith Consulting SELECT 2 How outstanding organizations consistently deliver excellent service

From EXCEL to Select 2
S S
E E
L L
E E
C C
T T

The Heart of Service
S _______________ S _______________

A Firm Foundation
Servant vs. Slave
Who comes to mind?
What characteristics do they have?
Photo by Never Was an Arrow II

May I get you something to drink?
Rock Bottom Café – Jacob
Personal responsibility
Positive

The WOW Factor
E _______________ E _______________

Customer Focus
Who are they?
What do they want?
Are you sure?
ABA

From “Service Excellence”
“ If you can’t take care
of a customer’s basic problem,
at least try to take care
of the mess it caused.”
“ If you do enough things right,
the customer is very forgiving
of the things you do wrong.”
“ Service excellence doesn’t require as much emotional energy as service mediocrity.”
“ Doing an excellent job is a lot more satisfying
than doing a mediocre job.”

Tina Turner
What’s Love Got to Do With It?
L _______________ L _______________

Where are the leaders?
Authority vs. Power
A picture is worth…
Agape
Encouragement
Accountability
Who believes in you?

Puttin’ On the Ritz
E _______________ E _______________

Doing it Well
Know what’s expected
Have the right tools
Have the freedom to do what’s necessary
Photo by SD Dirk

For the Thinkers
C _______________ C _______________

EQN
What are the processes?
Are they customer focused?
Are they consistent?

Who’s Got Your Back?
T _______________ T _______________
Photo by Bogdan Morar

Calling All Sports Fans
No silos
Laughter
Communication
Vital Friends
Guess who?

City Slickers

Additional Resources
Lip Service by Hal Becker
QBQ by John G. Miller
The Servant by James Hunter
Service Excellence by Price Pritchett
www.SimpleTruths.com
Vital Friends by Tom Rath

Cheryl Smith, IOM
President
Cheryl at culturesmithconsulting dot com
www.culturesmithconsulting.com

Select Squared

by Cheryl Smith on Oct 23, 2009

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Select Squared — Presentation Transcript