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The X-factor that beats talent and resources every time – in this video.
We’ve all seen it happen. Someone with average skills who consistently outperforms more talented colleagues. Or an organization with limited resources that manages to achieve extraordinary results.
What’s the difference? It comes down to mindset. Specifically, an excellence mindset.
An excellence mindset lays a foundation for continuous improvement. It enables people and organizations to turn obstacles into opportunities, setbacks into comebacks, and challenges into catalysts for growth.
When your team develops this mindset, excellence stops being a goal and becomes its natural way of operating.
Your people don’t just perform better. They continuously find ways to improve, adapt, and grow stronger. And that turns your organization into a powerhouse that your competitors cannot match.
Learn more in this clip of Ron’s interview with Ranjini Manian on the Championship Woman podcast.
And be sure to catch the full conversation here: https://www.youtube.com/watch?v=iRVvTbKLbUI
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Below is an Autogenerated Transcript
I think we need to take a step back. Okay. And address this issue that people, especially leaders, large organizations, human resource departments, and organization development departments, they say we want a mindset of, for example, outstanding, uplifting service, service excellence. We want people to have this orientation. They use terms like customer-obsessed, right? And then they say really absurd things like we want to inculcate this into the DNA of our staff, as if you could go somewhere and, you know, inject it. That’s not how mindset develops.
Over 30 years of working with this all over the world, including many, many times in India, here’s how you develop a strong, sustainable, strengthening mindset. Number one, you’ve got to have a toolset that works. So, in the area of excellence, for example, you know that we have a definition: service is taking action to create value for someone else. And then, you know, we have that device, a tool, which is called the six levels of service, from criminal to basic to expected to desired to surprising to unbelievable. But that tool also has the insight that says they’re not fixed steps; they’re always sliding down because customer expectations are always rising.
Great. That’s just an example of one of the 10 tools that we’ve developed to help organizations improve in their service excellence. So what is service excellence? Well, we call it uplifting service. And if service is taking action to create value for someone, uplifting service is taking the next action to create more value, not just for someone else, but for someone you care about. Whoa. That’s a completely different paradigm.
Now just because you learned that six levels and those definitions doesn’t mean you’re yet skillful at actually applying the tool to various circumstances. So then the toolset needs to become a skillset, and for that you need some coaching and support, and that’s a lot of what our team provides. And then over time, when people develop a skillset, the mindset evolves because they’re proud of being able to do it. They naturally see situations certain ways. They take that next action. They create more value and they get back the appreciation. They get back the customer loyalty. They get back the promotion from their organization. So you don’t go in and try to inculcate a mindset. You go in and you bring people a proven toolset, support them while they develop a strong skillset, and sit back and watch and enjoy as that mindset grows.
