Being out of the office for any reason provides a unique opportunity to provide exceptional service, with the hallmark goal to exceed customer expectations in every interaction.
When someone receives your out-of-office alert, the recipient is interacting with you.
How you see your out-of-office-alert commitment (obligation) is how you see everything about your customer.
Detail oriented or not detail oriented?
The customer prefers the first.
Employees default to whatever is easiest.
Skeptical?
Show me your out-of-office alerts and i’ll give you a Disney Service Consultant grade for your products (efforts).
All this begs the supreme question — What is the best way to exceed customer expectations with your various (email, phone, text) out-of-office alerts?
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This website is about our MIND. To read today’s post about our BODY, click here.
First time seeing a light like this one. Heading West on Buena Vista Drive last night. We used this at the Casting Center.
Recall a time when your lofty vision became a reality. What allowed that to happen?
Recall a time when you were part of a team that pursued and completed someone else’s lofty vision. What allowed that to happen?
What are the similarities between your vision and someone else’s vision?
Recall a time when you had a vision that never materialized. What held you back?
Recall a time when you were on a team that was pursuing someone else’s vision and it never materialized. What held it back?
Now, think about your current vision. What’s to gain? What’s to lose?
What and how can you replicate what worked for you before? What and how can you replicate what worked as part of someone else’s vision? And how do you avoid the common traps.
Back to your vision and the power it holds…
Why is recalling and saying your vision, by others, a challenge? What if it wasn’t?
Do you believe there are scalable success factors that you can use to architect the desired future state?
Why or why not?
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This website is about our MIND. To read today’s post about our BODY, click here.
If you want to stay on this site and read more posts from this Blog, click here.
The 19 cultural blueprints for corporate architecture for business excellence.
LEADERS (blueprints, site prep, foundation)
1. (Vision) a clear, concise, compelling vision
2. (Involvement) Create your tool box with at least 100 easy to implement developmental ideas
3. (Accountability) Develop your tool kit with your top three priorities for each: Employees, Customers, Business PLUS: Technical, Managerial, Behavioral.
4. (Commitment) Short list (7 or less) of internal leadership (and employee) values, with concise definition and sample behaviors.
EMPLOYEES (shell, walls, roof)
5. (History) Full-blown founder’s story capturing the organizational DNA (and an historian identified)
6. (Customs) Long list of company heritage as well as traditions (ongoing historical management)
7. (Icons) Comprehensive guide to corporate language, symbols, phrases, tag lines, etc (ongoing historical mgmt)
8. (Values) Categorize unique traits & behaviors your culture is famous for.
EMPLOYEES: Deep and broad integration with your 4 HR practices: Hire, Train, Inspire, Value.
CUSTOMERS (floor plans, doors, windows, walls, stairs, closets, etc)
9. (The Bullseye) Identify and define your quintessential service goal. Then embed it in your organization’s DNA
10. (360 Analysis) Exhaustive lists of Needs, Wants, Stereotypes (+-), Emotions (+-); this will fuel scalable ways to hit your bullseye all day, every day.
11. (Unifying goal) redress your vision statement in a pair of overalls and march it to the front line. This is your battle-cry, the reason you exist. This one blueprint is the most important tool for harvesting your work force’s discretionary effort.
12. (Decision Tree) Create your prioritized corporate decision making matrix based on your non-negotiable, famous for, and business need.
REPUTATION (Exterior style & landscaping)
13. (Your promise) This one’s easy, it’s your unifying goal.
14. (Delivering your promise) process map every customer (and employee) touch point and create exhaustive lists for delivering your quintessential service goal at every touchpoint, all day, every day.
15. (Connecting Emotionally) Create organizationally unique employee framework (your Company’s Customer Service blueprints) to allow for initial and ongoing training and development.
IMPROVE (functionality – plumbing, electric, hvac, lighting, etc)
16. (Generate Ideas) Build your corporate box and think inside it.
17. (Select ideas) Use process mapping, 360 analysis, financials, surveys, etc
18. (Implement ideas) Develop a corporate framework for Continuous Improvement Process (CIP); a literal six sigma for dummies.
19. (Leader’s Role) Create environment where great ideas have no choice but to flourish. Everyone is creative, your ideas are separate from your identity, “yes, and”.
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Note: Today’s five posts are identical. Essentially, reading this post negates the need to visit the other four.
This website is about our mental attitude. To easily leave this site to read today’s post on jeff’s physical health website, click here.
