HOW TO BOLDLY EXPRESS WORLD CLASS SERVICE

Get Non- Management Staff to Adopt a Visionary Mindset

Ken Blanchard coined the term “raving fan” to describe a customer who is so overwhelmed by the interaction with a business, that they tell the story of their extraordinary customer service experience to everyone they know.
 
When someone truly has a servant leader heart, they have the capacity of selling their vision to the team. The implementation of the leader’s vision occurs when team members energy is in alignment with the servant leader. The doers assume a leadership role in performing their duties taking ownership accelerating the company’s mission and vision.
 
Customer service mindset shifts when team members carry the message of the owner’s vision. Some of the best legendary customer service stories are those of the Ritz Carlton. An excellence reflex happens when team members instinctively know “what” they are doing, “why” they are doing it and “where” they fit into the mission. 

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As a leader, how do you help non-management people think in terms of mission and vision like that of the Ritz Carlton?

The Four Components of Mission Excellence

1. Mission alignment. Assuming that you have done a great job in selecting the doers to drive your mission, your role should be to help them find their personal mission. Building relationships creates a healthy culture where team members flourish. When employees perform their job functions with fascination of the combined missions, they become committed to the future of the organizational success.  Learn more >>>
2. Express Your vision to employees. When training new staff don’t leave it up to their direct reports or worse yet the employee to determine their vision or the lack of it. Whether you are the leader or the direct report/leader, express to the employee why their duties are key to the mission and vision success.
3. Lead Less and the team member lead more.  Skillfully leverage your authority to remove any obstacles for the team member to perform their job duties, with excellence.
4. Empower staff to make it right. It has often been said that it is five times more expensive to acquire a new customer than it is to retain an existing one. Determine the lifetime value of the customer and give team members customer satisfaction decision making powers. Example: The Ritz Carlton calculated that the lifetime value for each of their customers at $150,000. They give $2000 in decision making powers to team members to make a bad situation right with the customers. 

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BOLDLY  EXPRESS  BUSINESS  PURPOSE

​Do you know how to boldly express your organizational purpose? If you don’t know the answer to that question, more than likely you would not be missed in a competitive marketplace. When you have identified what makes you superior to the competition you will then be able to boldly express your organizational purpose.

​Clarify your organizational values and craft a mission statement that will be your compass to a true north. Get on course in boldly expressing purpose

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Learn about Creating Mission Excellence NOW!