Below is an Autogenerated Transcript

So, let’s take this up a notch. Your organizations don’t, will not say they just want to provide service. They’ll use words like service excellence. So, what is that? And then they’ll say, you know, let’s go all the way. Let’s build a service culture. Which is not the same thing as excellent service. Right? You can have one individual who does something that provides service excellence to somebody else, who doesn’t necessarily come from a culture that supports that. But if you have a culture that supports that, you’re more likely to get a performance that is service excellent externally as well as internally.

Now, how are these related in your world, in your mind, in your company? Talk to your partner for a moment. Service excellence, service culture. What do they got to do with each other? You and your partner. Go! Great, great, great, great, great, great. Good. Good.

Next question, next question. Why put in the effort? Why not just work on speed acceleration? Why not just work on innovation of new product? Why not just work on lowest possible cost? Why should we put effort into figuring out how to create more value for other people in whatever way they appreciate it? Because it’s got to be value to them, not just by your own definition?

Well, the five reasons, the five why’s that keep coming out with the clients that I work with are these. If I don’t and somebody else does, I’m dropping. My customers and my colleagues expect more than ever before. I’m the CEO and I want my departments to be working together. I’m tired of this activity that sounds like silos and matrix, and my people don’t serve each other well. I want to make more money. I want to charge the premium like Singapore Airlines can do or Ritz-Carlton can do. Or I want that loyal customer who comes back and refers and recommends, and even the one that complains because, oh yeah, the customer who brings you a complaint is the one who didn’t go viral online. Right? It’s the one who gave you the opportunity to respond and in some way was therefore saying, “I actually want to have you take care of me.”

Now, which of these five would you put as the most important for your organization today?