From time to time, we like to report about how service-focused companies are creating and maintaining a culture of service. Creating a culture of service is an ongoing, day-in, day-out process that involves everyone in the organization. The entire team understands that living the service culture is important---even when no one else is watching. The pledge to focus on customers is important for a service organization, but it is also important to focus on the internal team (or the internal customers).
Here are a few tips for making those internal team members feel that they are being taking care of as well (which will in turn reflect on their service to the external customers):
Great leadership
- Leaders that treat team members with respect
- Asking opinions and involving team members in decisions that impact their work
- Help team members see the big picture and their role in it
- Offer coaching and guidance to help team members reach their full potential
- Recognize team members hard work in delivering extraordinary results
Focus on Team First
- Make sure the team has the tools, information and resources they need to position themselves for success
- Provide support and opportunity by rewarding and helping to fulfill careers
Hire top talent
- Having great people is what sets the best apart from the rest
- Allow team to bring their ideas and apply their skills so that everyone can grow both personally and professionally
- Hire for personality and train for skill
- Focus on finding team members who exhibit self-discipline, ambition, compassion and empathy
- “Soft” or “Core” skills are more important than text or mechanics that can be developed in a training lab
Provide a caring culture
- Center employee engagement activities around the well-being of team members-both physically and mentally
- Empower team members
- Reward team members for behavior that you want to see