Building a True Service Culture


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2012 ASTD MS Annual State-wide Symposium

Closing Session by Paul Hasney, Imagine Consulting.

June 14, 2012. The University of Southern Mississippi Gulf Park Campus.

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  • Building a True Service Culture

    1. 1. Building a True Service Culture For: Mississippi ASTD June 14, 2012 Paul Hasney Imagine Consulting LLC801 N. Arnoult Road Metairie, LA 70001
    2. 2. Objectives Everyone plays a role in building true service culture (leadership, team members, etc.);Focus on how to build the “big 6” into your organization; Imagine Consulting LLCGive you some practical ideas regarding implementation of the “big 6”; andIt doesn’t matter what you do for a living – WE ARE ALL IN THE SERVICE BUSINESS!! 2
    3. 3. Why Change?• The Definition of Insanity:Doing the same thing over and over again, and expecting a different result.If we want different results, we must do different things!!!Look for one or two different things that you can do to raise the service levels in your business. Imagine Consulting LLC 3
    4. 4. Turn the Pyramid Upside Down! Imagine Consulting LLCExecutesthe Culture Design the Culture Creates the Vision 4
    5. 5. The Secret Formula CR < ERCustomer Relations < Employee Relations Service Delivery in any business is an “inside/out” process! Imagine Consulting LLC 5
    6. 6. Service Driven Culture – The“Big 6” Imagine Consulting LLC 6
    7. 7. 1. Service FocusedLeadership• Leadership’s role: • Decide what they want; • Be willing to do what it takes to make it happen; Imagine Consulting LLC • Walk not just Talk; • Demonstrate a PASSION for service? 7
    8. 8. 2. Clear Vision• Do you have a service vision for your team/organization?• Can you articulate it?• Will it capture the hearts & minds of those Imagine Consulting LLC who have to carry it out?• Do team members share in your vision? 8
    9. 9. Service Vision Statement• Do you have a service vision?Note: It always helps when team members participate in the design! Imagine Consulting LLC 9
    10. 10. Service Behaviors Alignedwith the Vision• How do you want your team members to behave?• Are they specific?• How will you know if team members are Imagine Consulting LLC demonstrating the desired behaviors?Note: It always helps when team members participate in the design!Guidelines vs. Scripts 10
    11. 11. 3. Right People/Right Places• Do you know what kind of talent you are looking for?• Do they have the knowledge/skills/desire?• Do they have a passion for serving? Imagine Consulting LLC• Are they trained? Are they trainable?• Think of yourself as a Professional Sports Team GM! Talent is everything!! 11
    12. 12. 3 Requirements For Success Imagine Consulting LLC 12
    13. 13. 4. Continuous Training• Does your team have sufficient training?• Does follow up happen after the training?• Is the training reinforced?• Is the training relevant? Imagine Consulting LLC 13
    14. 14. PRACTICE – PRACTICE – PRACTICE!! Do you give your teamsopportunities to practice? Imagine Consulting LLC 14
    15. 15. 5. Continuous Coaching• Is coaching available?• Continuous improvement is the emphasis• Help me get better!• Catch me doing things right! Imagine Consulting LLC• Do I get feedback when mistakes are made? 15
    16. 16. 6. Reward and RecognitionPrograms• Create and support the culture you want!• What do I get for going “above and beyond”? Imagine Consulting LLC• WIIFM? 16
    17. 17. REMEMBER!• You can create the culture you want.• If you don’t your team members will create it for you.• Everything creates culture! Imagine Consulting LLC • What you say • How you act • What you reward • What you ignore • Etc. 17
    18. 18. Service Driven Culture – The“Big 6” Imagine Consulting LLC 18
    19. 19. Paul Hasney Imagine Consulting LLC 801 N. Arnoult Road Metairie, LA 70001 Imagine Consulting LLC 504-231-8932E-mail: paul@imagineconsultingnola.comWeb Site: 19