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      Mid-January is here. The holiday wrappings are cleaned up, the decorations are down, and everyone is getting all geared up again at work. It’s time to start meeting those strategic initiatives that were identified in 2015 to be indicators of a successful year ahead. As everyone hunkers down and employs tactical approaches […]
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If you don’t have Service Standards, you don’t have consistency. Every employee will make up the behaviors they feel best fit the situation or the behaviors they have been taught to do in their last job that they were rewarded for. This may or may not be the right behaviors to represent your organization. Many […]
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    I recently was on a Jet Blue flight returning from Denver to Orlando when it was announced the flight would be delayed three hours due to weather conditions in Denver. With the two hour time difference and three hour flight, I now would not be arriving home till 5 a.m. in the morning. […]
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One of the toughest jobs of a manager is holding people accountable to good behaviors. One of the toughest jobs of an employee is to find out what constitutes good behaviors and what doesn’t. Having clear and defined Service Standards addresses both of these situations.  Effective leaders ensure Service Standards are communicated and understood by […]
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At least 90% of today’s products are commodity products. With that in mind, the differentiator in your business today is in the “customer experience”. The experience is the result of your culture. You can’t force people on how to behave when you are not around, but a culture can inspire employees to perform well even […]
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> Companies that have service standards are not strict and rigid.  Companies that have service standards are not stifling creativity in their service delivery.  Companies that have service standards are not restricting innovation in the customer experience.  Service Standards are empowering and make the job of the employee and the manager so much easier.  Why?  […]
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