In Celebration of ServiceElements' 10th Year Anniversary, we started gathering information on what it means to be in business for 10 years. Many of the topics on this milestone highlight topics that make up some of the modules we use in our workshops, coaching programs and webinars. Whether it's for personal or professional success, ServiceElements asks hard questions. Questions like:
"What does it take to be successful?
What are your goals?
Do you like what you are doing?
What sets you apart from your competitors?
Do you have effective teamwork?
How can you reinvent yourself?"
Here are a few key points we have seen in successful organizations over the past ten years:
1. Realize that success will not just happen
It is up to each of us, every member of our team, to make it happen. Take charge. Successful people are in control and refuse to be victims.
Expect that there will be ebbs and flows to the business. Some days are feast while others may feel like famine. Trust that if you do all you can, the slow periods will pick up. We cannot always control situations, but there are two things we can control: attitude and skills. We can be determined; we can get stronger; we can get smarter; we can get better at skills we need to improve; and we can take charge of ourselves and improve the results we are seeking. Through excellence in service, we can be in charge of our destiny.
2. Make specific goals
Do you know where you are going? Without having specific goals, companies, organizations and people often find that working can become an endless drudgery. If being in business is not exciting, enjoyable and rewarding, then why be in it? Good leaders make sure their team knows the goals and has skin in the game with regard to the organization's service delivery goals. It is exciting and rewarding for the few who are really successful. The difference is that they have a clear idea of where they are going and each day they can see progress towards their clearly defined goals.
3. Build and Promote the Value that You Bring to your Team and the Greater Enterprise
If you are delivering great service, they will come--right? Wrong. You must deliver AND promote the great value of your services. Do not confuse the two. You will never succeed by keeping the value you provide a secret. You need to spread the word to let people know about your unique products, services and value.
It is important for the entire team to be intimately aware of the unique value you provide for your customers and users.
4. Quality of the Service Experience
A big difference between a truly successful organization, business or individual and an average one is that successful business leaders live, breathe and preach quality whether it be in service, safety or operational excellence. There are many companies, departments and individuals that have built their reputation on the quality of service they provide. You may have heard abundant examples of reputable organizations who live and breathe the quality of the service experience. The leaders of these organizations breed this attitude and accept nothing less from their teams. Standards and procedures, beyond operational standards, need to be established so everyone knows what is expected of them in every situation, particularly with customers and users. Delighted customers will come back with their friends and promote you.
5. Learn, Learn, Learn
Many business and department leaders wish they could clone themselves. An important key to success is to foster a learning business or organization. Learning must become a constant.
Build a team of professionals who embrace diversity and will be supportive of each other. A leader, accountants, financial analysts, tech persons, IT specialists and others - these are all members of a team that can help navigate challenges, opportunities and complexities of B & GA. Ensuring that the entire organization is a learning one will help everyone be the best at what they do.
6. Take Time for the Priorities of Life
Take care of yourself and make it possible for your team to take care of themselves. Health, fitness and balance - they add up to a fuller and more resilient team which is good for you and good for your department or business. Work-life must reflect your values and your priorities. Make sure you know what is most important to you and regularly monitor if the culture at work reflects those values and priorities.
7. Celebrate Success and Victories
Regeneration of our physical and emotional resources comes when we celebrate successes and victories. Celebrate success along the way.....but make sure you define success so the entire team knows the goal markers. Financial success and clients are important measures. What else is important? Name it, claim it and celebrate it! When we plan for the future and set goals, it is easier to determine when to celebrate. Celebrations put excitement into what we do as service delivery professionals.
