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Are your performance improvement efforts creating lasting results… or just temporary spikes? You’ve done the workshops, delivered the training, and launched new programs. And for a while, everything looks great! But then…Teams drift back to old patterns. Energy fizzles. Performance plateaus.
And you’re left wondering why lasting improvement feels so elusive.
Here’s the exciting truth about creating lasting performance improvement. You don’t need better programs or bigger budgets. There’s something far more powerful you can use instead. And it’s something that makes excellence a natural part of how your organization operates.
I’m talking about a practical way to tap into the potential already present in your organization. When you get this right, performance improvement becomes energizing instead of exhausting… And you begin building momentum instead of needing to constantly struggle to push ahead.
The result? An organization built with the foundations to improve no matter what the world throws at it.
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Below is an Autogenerated Transcript
Medtronics, another group we met here at the Service Council, are, you know, very simply saying, “Look, service excellence to us is step up.” That simple. So if people come to work and you’re saying, you know, what are we doing with our service today? Looking for the next step up. What are you committed to doing this afternoon? Figuring out that next up and taking it. What are we going to go for this week? We want to find out from every customer what they would think the next step up could or should be.
And the reason I like this slide is because it shows you not what the customer thinks of this, but what other people think about learning this. How do they feel about actually having a chance to be involved in service excellence? How much value to bring to you as a member of our team? How confident are you of using these tools when you actually go to work? Are you even willing to help lead a service excellence workshop for somebody else? And they’re getting very high scores.
So, you know, you hear this word about “I just wish my people had a better service mindset.” And whenever I hear that from a leader, I say, “Boy, if you can’t tell me how you do that, then all you’re doing is sort of living in a shallow world of fantasy and hope.” Like when I meet a leader and he says, or she says, “I want to inculcate a service mindset into the DNA of my team.” What the heck does that mean?
So how do you build a strong, uplifting mindset? And the answer is you give people a toolset, and then you give them the time and the coaching and the support so they develop a skill set. And then as they apply that skill set and they see that it works and they get the thank you’s and they get the appreciation, the mindset automatically evolves. And one of the nicest things is when people say, “Oh yeah, I’m using it with my wife now at home.”
