It's a common refrain: "Our employees are our greatest asset." But are we leveraging that asset to its full potential? Especially when it comes to delivering on the promises we make to customers, our value proposition? The answer lies in fostering a service culture, a contagious spirit that infects employees with a passion for exceeding expectations. 

So, what exactly is a service culture? It's more than just saying "please" and "thank you." It's an ingrained belief in putting the customer at the heart of everything we do. It's woven into the fabric of the company, shaping every interaction, decision, and behavior. 

But how does this internal culture translate into external results? How does it impact the delivery of our value proposition? Here's how: 

1. Employee Engagement: A strong service culture breeds engaged employees. They're not just clocking in and out; they're emotionally invested in the company's mission and success. This translates into proactive problem-solving, going ...

In 1984, Stevie Wonder released one of his all-time classic songs, “I Just Called To Say I Love You”. It became an instant hit, quickly moving up the charts to the number one spot where it remained for several weeks. Additionally, it won a Golden Globe and Academy Award for Best Original Song and it received three Grammy Award nominations that year, as well.  

The song is about Stevie making a call to his girlfriend for no special reason – only to say “I love you”. Throughout the song, he names the many holidays and occasions that usually warrant such a call but emphasizes that, unlike those days that prompt good wishes and expressions of love, this call was only influenced by his love for her.  

Do you and your employees make “Love Calls” in your business throughout the year? You should. Oh, I don’t mean it literally. Are you and your team making calls to customers and clients to express gratitude and appreciation for the business relationship that you have and value?  

Imagine how...

NOTE: Before going into any job interview, it is critical to first conduct a thorough research of the company where you are seeking employment.

These are 12 insightful questions you can ask during your next interview to showcase your genuine interest, strategic thinking, and initiative:

About the company and role:

1. "What are the biggest challenges and opportunities this team is currently facing?" This demonstrates your proactive nature and interest in contributing meaningfully.
2. "How would you describe the company culture, and how does it foster collaboration and innovation?" Shows interest in the work environment and potential for cultural fit.
3. "What are the key metrics used to measure success in this role, and how will I be supported in achieving them?" Indicates goal-oriented thinking and desire for clear expectations.

About your potential impact:

1. "Beyond the responsibilities outlined in the job description, are there any areas where you see an immediate need for my skill...

Job applicants, ditch the polished elevator pitch (for now)! Don't get me wrong, it's valuable, but in today's competitive job market, demonstrating how you tackle challenges holds even greater weight. Employers crave problem-solvers, innovators, and critical thinkers – individuals who can navigate hurdles and adapt to fast-paced environments. So, how do you prove you're the "solution superhero" they're looking for? 

Step away from the mirror and step into the action: 

• Focus on the journey, not the destination: Forget crafting the perfect 30-second summary of your skills. Instead, delve into specific situations where you encountered an obstacle. Describe the context, your thought process, the steps you took, and the impact of your actions. This narrative approach showcases your analytical thinking, resourcefulness, and ability to overcome obstacles. 

• Embrace the messy middle: Don't shy away from detailing hiccups and setbacks you faced along the way. Sharing how you over...

 Remember the comforting chime of the service bell as you entered a store, the attentive gaze of a salesperson meeting your eye, the personalized recommendations and genuine smiles? In today's fast-paced, digitized world, those warm interactions seem to be fading, replaced by self-service kiosks, automated checkout lanes, and faceless online transactions. While technology has brought undeniable convenience, it's also fostered a concerning decline in person-to-person service culture, leaving many yearning for a bygone era of human connection. 

From Bellhops to Bots: A Shift in Expectations 

The service industry once thrived on the belief that customer satisfaction hinged on genuine human interaction. Bellhops greeted guests with open arms, waiters offered friendly conversation, and shopkeepers took pride in knowing their regulars by name. Today, however, automation often takes center stage. Chatbots answer customer queries, digital displays replace menus, and self-checkout eliminates ...

There are two interdependent and profoundly critical components to every successful business - Customer Service and Service Culture

Customer Service: The Nuts and Bolts

Think of customer service as the nuts and bolts of a well-oiled machine. It's the frontline interaction where employees address customer needs, resolve issues, and leave a lasting impression. This includes:

• Responsiveness: Promptly addressing customer inquiries and concerns.
• Problem-solving: Finding effective solutions to customer issues.
• Communication: Clearly and concisely conveying information to customers.
• Courtesy and professionalism: Treating customers with respect and empathy.

While good customer service is essential, it's not enough to build lasting customer loyalty and advocacy. That's where service culture comes in.

Service Culture: The Engine that Drives Everything

A service culture is the fuel that propels an organization towards customer-centric excellence. It's the DNA that runs through the en...

Why Employees (from all departments) Should Create Mission Statements

In many instances, mission and vision statements are created within higher levels of an organization – board, C-Suite, marketing agencies, and legal departments -  and distributed to the employee population through a top-down process. Involving employees from all departments and different levels in the creation of mission statements, vision statements, and values is crucial for several reasons:

Increased buy-in and ownership: When employees feel like they had a say in shaping the organization's guiding principles, they are more likely to feel invested in them and committed to upholding them. This can lead to greater engagement, morale, and productivity.

Diverse perspectives: Different departments and levels bring different experiences and viewpoints to the table. This leads to richer, more nuanced statements that accurately reflect the organization as a whole, rather than just the perspective of management.

Impro...

In today's competitive landscape, businesses understand the importance of providing excellent customer service. However, there's a subtle but crucial difference between good customer service and a genuine service culture. While customer service refers to the specific actions and interactions employees have with customers, a service culture goes much deeper. It's about the underlying values, beliefs, and behaviors that permeate every aspect of an organization, shaping how everyone, from the receptionist to the CEO, approaches their work.

Customer Service: The Nuts and Bolts

Think of customer service as the nuts and bolts of a well-oiled machine. It's the frontline interaction where employees address customer needs, resolve issues, and leave a lasting impression. This includes:

• Responsiveness: Promptly addressing customer inquiries and concerns.
• Problem-solving: Finding effective solutions to customer issues.
• Communication: Clearly and concisely conveying information to customers.
...