We believe there are three ingredients that create a superb service greatness recipe for today’s Wired & Dangerous customer. Those ingredients are: the dream, the drive, and the discipline. Today’s customers are changing providers faster than ever before when they don’t consistently receive great service. Making sure you have these three ingredients driving your customer journey is critical for service success.
The dream (or service vision) must be aspirational while providing a clear picture of the distinctive service experience the unit or organization seeks to consistently create, both internally and externally.
The drive is the stick-to-it-ive-ness needed to stay the course until new practices become everyday habits.
The discipline means hardwiring standards (expectations) and norms (evidence) into the performance management process so there is both clarity and accountability.
Partnerships work when they have common goals, values, and purpose. Having a compelling service vision along with clear standards and norms ensures a payoff that can be powerful. The customer derives a consistency from which they draw trust. The unit or organization gain a means to ensure focus and rationale to policies, processes, and procedures.
What is your dream? What is your drive? What is your discipline in place? Are your employees clear on all three? How are you reinforcing and rewarding the behaviors that drive great service experiences?
Please be sure to check out Chip’s recent post: 7 Principles That Define Roundabout Leaders in the Era of Disruptors