Three Ingredients for the Service Greatness Recipe

We believe there are three ingredients that create a superb service greatness recipe. Those ingredients are: the dream, the drive, and the discipline.

The dream (or service vision) must be aspirational while providing a clear picture of the distinctive service experience the unit or organization seeks to consistently create, both internally and externally.

The drive is the stick-to-it-ive-ness needed to stay the course until new practices become everyday habits.

The discipline means hard wiring standards (expectations) and norms (evidence) into the performance management process so there is both clarity and accountability.

Partnerships work when they have common goals, values, and purpose. Having a compelling service vision along with clear standards and norms ensures a payoff that can be powerful. The customer derives a consistency from which they draw trust. The unit or organization gains a means to ensure focus and rationale to policies, processes and procedures.

What is your dream? What is your drive? What is your discipline in place?

About Chip&John

Chip R. Bell and John R. Patterson are customer loyalty consultants and the authors of several best-selling books. Their newest book is "Wired and Dangerous: How Your Customers Have Changed and What to do About it."
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