Creating a Sustainable Service Culture - It Starts at the Top Rebecca Weaver Master Connection Associates www.masterconnection.com

Generational Differences do make a difference….whether you believe it or not We all have more in common than we realize… But…everyone reacts to things differently by age vs. culture People are not projects…they are never “done”

Generational Differences do make a difference….whether you believe it or not

We all have more in common than we realize…

But…everyone reacts to things differently by age vs. culture

Common Truths May be different ages, but their values frequently are the same It is your job to walk the talk Live the standards of the company

May be different ages, but their values frequently are the same

It is your job to walk the talk

Live the standards of the company

No one wants to learn new tricks Tough to teach an old dog new tricks? Try teaching a 22 year old! People from all generations are uncomfortable with change The perception that “older people” are more loyal is, in fact, associated with context, not AGE!

Tough to teach an old dog new tricks? Try teaching a 22 year old!

People from all generations are uncomfortable with change

The perception that “older people” are more loyal is, in fact, associated with context, not AGE!

So what does this have to do with your industry?

THE NEW WORKPLACE

You know you are living in 2009 when: 1. You accidentally enter your password on the microwave. 2. You haven't played solitaire with real cards in years. 3. You have a list of 15 phone numbers to reach your family of 3. 4. You e-mail the person who works at the desk next to you. 5. Your reason for not staying in touch with friends and family is that they don't have e-mail addresses.

1. You accidentally enter your password on the microwave.

2. You haven't played solitaire with real cards in years.

3. You have a list of 15 phone numbers to reach your family of 3.

4. You e-mail the person who works at the desk next to you.

5. Your reason for not staying in touch with friends and family is that they don't have e-mail addresses.

You know you are living in 2009 when: 6. You pull up in your own driveway and use your cell phone to see if anyone is home to help you carry in the groceries. 7. Every commercial on television has a web site at the bottom of the screen. 8. Leaving the house without your cell phone, which you didn't have the first 20 or 30 (or 60) years of your life, is now a cause for panic and you turn around to go and get it. 9. You get up in the morning and go on line before getting your coffee. 10. You're reading this and nodding and laughing.

6. You pull up in your own driveway and use your cell phone to see if anyone is home to help you carry in the groceries.

7. Every commercial on television has a web site at the bottom of the screen.

8. Leaving the house without your cell phone, which you didn't have the first 20 or 30 (or 60) years of your life, is now a cause for panic and you turn around to go and get it.

9. You get up in the morning and go on line before getting your coffee.

10. You're reading this and nodding and laughing.

Leadership Takes Passion to Create Sustainable and Repeatable Service Excellence!

Leadership vs. Management Different activities Leaders need to develop people and create synergy This is a dynamic process that takes planning on your part

Different activities

Leaders need to develop people and create synergy

This is a dynamic process that takes planning on your part

The Future of Business You don’t need a large number of “managers” The Future is groups of people with a lot of PASSION … That is the new story of business

You don’t need a large number of “managers”

The Future is groups of people with a lot of PASSION

… That is the new story of business

Move Up the Risk The first job is to remind everyone on your team just how high the stakes are Move beyond entitlement and in some cases complacency We need more energy and enthusiasm

The first job is to remind everyone on your team just how high the stakes are

Move beyond entitlement and in some cases complacency

We need more energy and enthusiasm

So How Do You Win? Being average today doesn’t cut it Average leadership Average employees Average product Average passion … A great way to go out of business !

Being average today doesn’t cut it

Average leadership

Average employees

Average product

Average passion

… A great way to go out of business !

A Leaders Job Today is…. Not to “outwit”, “outwork”, “out-train” or “outsmart” the competition Your job is “thought leadership” Out-Think the Competition Generate more good ideas Make smarter adjustments faster than the competition

Not to “outwit”, “outwork”, “out-train” or “outsmart” the competition

Your job is “thought leadership”

Out-Think the Competition

Generate more good ideas

Make smarter adjustments faster than the competition

Success needs to be Faster… If people are afraid to make mistakes…it slows down progress If your team walks on egg shells… If you study the numbers too long, the competition has made the numbers Celebrate Success and Mistakes!

If people are afraid to make mistakes…it slows down progress

If your team walks on egg shells…

If you study the numbers too long, the competition has made the numbers

Celebrate Success and Mistakes!

Feedback… The Breakfast of Champions

A Critical Leadership Skill Giving and receiving effective feedback Feedback applies to all levels It is a learnable skill Feedback should not be based on judgment

Giving and receiving effective feedback

Feedback applies to all levels

It is a learnable skill

Feedback should not be based on judgment

Feedback Principles Regular Feedback Corrective Function Honesty and Mutual Trust Can be Simple or Involved

Regular Feedback

Corrective Function

Honesty and Mutual Trust

Can be Simple or Involved

Feedback Principles Observing Based on Data External Behavior Judgmental Evaluating Data Internal Standards

Observing

Based on Data

External Behavior

Judgmental

Evaluating Data

Internal Standards

Feedback that is based on judgment alone... Does not work Causes unpredictable change

Does not work

Causes unpredictable change

An Effective Feedback Process- S.M.A.R.T. © Feedback S -Sensitive M -Meaningful A -Accurate R -Reinforcing T -Timely

S -Sensitive

M -Meaningful

A -Accurate

R -Reinforcing

T -Timely

… Sensitive Team Member Feelings - Communicate LEAP © into feedback ‘‘ Listen, Empathize, Ask and Produce a Solution’’

Team Member

Feelings - Communicate

LEAP © into feedback

‘‘ Listen, Empathize, Ask and Produce a Solution’’

… Meaningful Specific Observable Honest Behavior Focused

Specific

Observable

Honest

Behavior Focused

… Accurate Complete Understood Facts not Rumor Strengthening

Complete

Understood

Facts not Rumor

Strengthening

… Reinforcing Continued Development Improve Performance Two - Way Un - Mixed

Continued Development

Improve Performance

Two - Way

Un - Mixed

… Timely Never Postpone As soon as possible Creates a Dis connection If not timely - employee discounts feedback

Never Postpone

As soon as possible

Creates a Dis connection

If not timely - employee discounts feedback

Response to Feedback Insecure Relationship Message Secure Learning Message

Insecure

Relationship Message

Secure

Learning Message

How Feedback Develops People… Lets them know where they stand Builds people step by step Improves Performance Decreases turnover Improves morale

Lets them know where they stand

Builds people step by step

Improves Performance

Decreases turnover

Improves morale

Building a Relationship of Trust… Manager Employee Giving Feedback Describe Behavior 1.Report Specific Actions 2.Solicit Reaction Receiving Feedback Probing-Encourage person to talk Open-Get information Closed-Focus on issue

Thank you! Presented by Rebecca Weaver Master Connection Associates +1 949 589-6137 www.masterconnection.com