I can hardly believe 2015 is nearly over. It flew by, didn’t it? I hope you and your team enjoyed great success in serving your customers, and I hope that great service also grew as part of your organization’s internal culture this year.
How do we keep growing and learning things to help us get better at what we do when we’re already busy doing it? One of the best ways I know is to read. I hope one of the actions you can look back on this past year is reading something that helped you succeed.
My brother is a prolific reader. He says if he gets one or two ideas out of a book, it was a good investment of his time.
Investing in you and your employees is a smart business decision. People are your biggest asset, creating what you sell, serving the customer who buys what you sell. Investing in them is simply a wise move given competition for employees and the need for quality service.
Early in my career I learned something interesting. Whether I was training employees or interviewing them as part of a satisfaction/cultural survey, I heard over and over how much they appreciated having their organization invest in them. Employees were honored when their leaders wanted to know what THEY thought could be done to improve their organization.
Leaders who learn by reading are leaders more motivated to help their employees do the same. And isn’t learning one of your key strategies of success?
Why not start a business book club on your values? Imagine your team committed to improvement by reading one book per quarter in 2016 on the theme of your values. And now imagine if they focused on service related to those values and found no-budget ways to improve your service, as well as, let’s say, ideas that cost $25 or less?
Improving service is not about money, usually. It’s about finding ways to make service fun, engaging, and less complicated. It’s about creating connections with each other that help us rely on each other. Strong connections build trust that in turn help us deliver better service.
What if a book club on values of service could help you do that? I think you’d look back at the end of 2016 and smile at the progress you made.
Values of Service E-book
Need a bit of help with values for your team to study? Download my
Values of Service Ebook. You'll see the 12 Values of Service I bring into every training seminar on service as well as Leading to Achieve Great Service. It's a great place to start 2016 with a focus on values that make service great.
This fall I was blessed to speak to statewide audiences in South Dakota, Nebraska and Wyoming on service: how to deliver great service, how to inspire it in employees, how to deliver great service to kids, and the values that sustain great service.
I always ask for feedback, and the evaluations consistently showed that people were inspired by stories and strategies. They also consistently said the action they will take is to be more positive.
Being positive is a habit. Thanks to client and friend, I am learning the neuroscience behind creating habits in a powerful book, The Power of Habit: Why We Do What We Do in Life and Business.
Before I knew the science behind it, I knew in my heart that being inspired to be positive is critical for a culture that embraces service. Stories and strategies help, but real life activities that can be acted upon and repeated at work can help.
My gift to you is a list of 21 simple things I wrote when I asked myself, "What can people do, what simple things can they change, to increase their ability to be positive consistently?" Get it here: 21 Ways to Create Positive Energy that Inspires Great Service
It's not rocket science, and it's not long. But I hope you'll find yourself smiling as you identify yourself already doing many of the things on the list.
Dee Dee has helped create and coach "customer care" programs and cultures for healthcare, government, travel, financial services, plumbing, retail, publishing, automotive and entire communities.