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www.smithersregistrar.com!CONFIDENTIAL! 2!
World Class Internal Culture Breakout!
www.smithersregistrar.com!CONFIDENTIAL! 3!
What Secret Service might you have right now…
…That you are not using?
www.smithersregistrar.com!CONFIDENTIAL! 4!
$500 Haircut!
$100,000 Keynote!
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IIWorld-Class
Internal Culture!
A8ract, hire and retain only the people who have
the Service DNA
www.smithersregistrar.com!CONFIDENTIAL! 7!
Culture Reflects….!
…Leadership!
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Your Customer is whoever is
dependent on the work you do
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“If you are not serving the Customer, you’d be8er be serving
someone who is”
Tom Strauss CEO, Summa Health Systems
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Employee Engagement
• A recent Bain and Company study analyzed responses from 200,000 employees and found some troubling results…
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• Employee engagement scores decline with tenure.
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• Engagement scores decline as you head down the organization chart
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• Engagement scores are the lowest among sales and service employees - the people who interact with customers the most!
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What are the secrets to engagement??
• Supervisors, not HR, lead the change
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• Conduct regular “check-ins” - short, frequent surveys as opposed to long annual surveys.
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• Rally around the customer
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Your customers will never be any happier"
than your employees are
www.smithersregistrar.com!CONFIDENTIAL! 19!
Do happier people work harder?!
• Employee moJvator study • 64,000 Employees – Making progress in meaningful work #1
• 669 Managers – SupporJng progress LAST
www.smithersregistrar.com!CONFIDENTIAL! 20!
Are you sure you are not a bad boss?
www.smithersregistrar.com!CONFIDENTIAL! 21!
Bad Boss?!
• Failure to inspire • Lack of clear vision and direcJon • Failure to walk the talk • Failure to develop others • Acceptance of mediocre performance
www.smithersregistrar.com!CONFIDENTIAL! 22!
Single most important determinant of an individual’s performance and commitment to stay with an organization…!
is the relaJonship the individual has with he or her immediate
manager.
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How do we share our stories?!
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Are your employees Fearless?!
www.smithersregistrar.com!CONFIDENTIAL! 38!
How can you advertise your stories back to your employees?
How can you acquire more stories from your customers & employees?
How do you currently tell your above & beyond stories?
www.smithersregistrar.com!CONFIDENTIAL! 39!
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ANTI NO ZONE
During its first year of “capturing the no’s,” the company modified or eliminated 26 policies. It has since expanded the program by asking frontline reps to come up with other process efficiencies, generating $1.2 million in savings as a result.
www.smithersregistrar.com!CONFIDENTIAL! 41!
Psychologist have shown that during periods of orienta6on,
people are par6cular suscep6ble of to adop6ng new roles, goals &
values.
Orienta6on is Cri6cal
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It not about policy, breaks and where the bathrooms are, rather an emo6onally compelling orienta6on
into the company’s values
Orienta6on is Cri6cal
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F O R D!
Family Occupation Recreation Dreams
Exercise
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What Secret Service are you doing that makes your team
members go home feeling like they are lucky to work for you?"
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The Best Marketing you can have is…"
Happy Employees
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When I hire someone, that is the time
when I go to work for them !
www.smithersregistrar.com!CONFIDENTIAL! 54!
www.smithersregistrar.com!CONFIDENTIAL! 55!
World Class Internal Culture Breakout!
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