5 service culture tools for growing companies
"Growth is skyrocketing, and we're worried."
The co-founder knew it wouldn't last.
They had a good product. Competitive pricing. A strong win rate for new clients. Customer retention was solid.
The challenge was consistency.
Cracks were starting to appear. Pockets of poor service. Customers were hesitant to expand. Technology was changing.
"I want to build a sustainable service culture," the co-founder told me.
Other executives share a similar worry. High growth can't last forever. New competitors appear. The economy changes.
Service is the most sustainable competitive edge. These leaders know a service culture can help them:
Scaling is the challenge. Culture is easier when an organization is small. It gets harder as headcount swells.
Does this describe your organization? If so, these five tools can help.
Write a mission statement
Every service culture needs a north star. This could be a mission, purpose, brand promise, or customer experience vision.
Whatever you call it, this statement gives everyone clarity. It helps them consistently make the right choice when serving customers.
Mission statements are often meaningless drivel.
One executive admitted she couldn't remember her company's mission. Another said, "We have one, but we never talk about it."
That won't do.
You need something clear and memorable. I've created a guide to help you write a customer-focused mission or customer experience vision in just two hours.
Get the guide --> https://bit.ly/48yZcII
Assess your service culture
Crafting your mission is the first step. Now what?
There are too many directions. Every book, podcast, or speaker has their own idea. There's a million systems to follow.
You need a simple assessment.
One that accounts for the good work you've already done. Shines a light on blindspots. Gives you clarity about what's next.
It takes just 10 minutes --> https://bit.ly/3PtFd7N
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Hire the right talent
Growing companies hire a lot. Getting the right people is essential. Each new person will influence the culture.
Start by making your culture attractive. Research I've conducted shows:
Finding the right talent is also a challenge. Growing companies need people who are flexible and can move quickly It isn't the right place for everyone.
You can improve hiring with an Ideal Candidate Profile. It helps identify exactly who you should hire and how to find them.
Build your profile --> https://bit.ly/49Z1CBo
Train your team
Service culture training can't be outsourced. Imagine hiring me to tell your employees about your service culture.
That's a surefire way to sink your credibility.
I'd like to think I'm a decent trainer. But you know the culture better than I ever will. Sorry, busy leader. This one is all you.
The good news? Your program doesn't take months. You can build and scale quickly. I've created a roadmap to help you.
Get the roadmap: https://bit.ly/4bWWI9Z
Fix issues quickly
There will be employee challenges. Some won't perform to their potential. Others need extra help.
Don't give up on them too quickly. You've invested too much to let them go without a fight.
Many performance issues have quick fixes. I've created a checklist to help you quickly diagnose and solve many of them.
Get the checklist: https://bit.ly/3InjtpW
Conclusion
I won't sugar coat it. Focusing on service culture is hard when you're growing fast. You already have a million things on your plate.
Don't put it off. Work on culture now, or spend more time fixing it later.
Your other advantages will eventually disappear. Competitors will cut costs, catch-up on technology, and build a better mousetrap. The only thing they will fail to copy is your unique service culture.
That's how you win.
Service Culture Resources
These resources can help you build a service culture.
Expert Customer Experience Management Training ? Mystery Shopping & Business Assessments ? Event Services
8 个月Great tools if you want to grow your business. Hiring and training processes are key factors in any business.
Helping leaders do change better | trainer, speaker, consultant, author | erstwhile fastest knitter in the U.S. | cat enthusiast
8 个月I find myself baffled by companies that *don't* do this kind of work, but seem to feel that customer service reps are ... I dunno ... fungible? Not mission critical, for sure. And yet, who's the most customer-facing person you've got? Maybe a sales rep, but that's only briefly and in the beginning of the customer lifecycle. The organizations that get customer service *right* are notable, and noticed. Sadly, that's at least in part because they're also a bit of a rare breed. But as you say - hello, competitive advantage!