It can be tempting to put service into a separate category like finance, sales, or marketing. But, it’s important to see that everything we do is service. In this video, I’ll show you why building a holistic service culture is so important. Watch here: https://youtu.be/icAZfBMboR4

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Below is an Autogenerated Transcript

We could say in many companies service is one arrow, sales is one arrow, marketing is one arrow, technology is one arrow, operations is one arrow, manufacturing and distribution. Oh my gosh! The service arrow only becomes really important when the boss gets a complaint. Right, I see your head nodding up. That’s the way it is in my company. Well, by the end of today, I think to see that actually everything is service. Sales is a service, operations is a service, manufacturing, distribution, marketing, warehouse, it’s all actually service. As a leader in your organization, you need to help show people why and how that is getting people aligned. Getting them connected also means they stop fighting with each other. Like sales and marketing fighting with each other or people who are customer facing and people in the back office fighting with each other or headquarters in the branches fighting with each other.

So how did the Greeks get all this fighting to stop happening? Do you know what they did? They created a different culture. They uplifted everybody, they inspired them to actually be better people and to work with each other in a connected way. So I adopted this very same architecture to be able to explain the leaders, companies in different places all over the world. How do you build that culture? There are three components. At the foundation is continuous service improvement. In other words, everybody is always looking for another way to do something better, so that they can improve the service to somebody else. On the roof is your behaviour. We’re going to talk a lot about that today.

What is it that the leaders need to do to actually set the direction and provide the protection for the culture that you’re building inside the house? In the middle, we have this area called building blocks activities that reinforce and encourage the culture that you want to build.