Creating a Sustainable Service Culture - It Starts at the Top

Rebecca WeaverMaster Connection Associates www.masterconnection.com

• Generational Differences do make a difference….whether you believe it or not

• We all have more in common than we realize…

• But…everyone reacts to things differently by age vs. culture

People are not projects…they are never “done”

Common Truths

• May be different ages, but their values frequently are the same

• It is your job to walk the talk• Live the standards of the company

No one wants to learn new tricks

• Tough to teach an old dog new tricks? Try teaching a 22 year old!

• People from all generations are uncomfortable with change

• The perception that “older people” are more loyal is, in fact, associated with context, not AGE!

You know you are living in2009 when:

• 1. You accidentally enter your password on the microwave.

• 2. You haven't played solitaire with real cards in years.

• 3. You have a list of 15 phone numbers to reach your family of 3.

• 4. You e-mail the person who works at the desk next to you.

• 5. Your reason for not staying in touch with friends and family is that they don't have e-mail addresses.

You know you are living in2009 when:

• 6. You pull up in your own driveway and use your cell phone to see if anyone is home to help you carry in the groceries.

• 7. Every commercial on television has a web site at the bottom of the screen.

• 8. Leaving the house without your cell phone, which you didn't have the first 20 or 30 (or 60) years of your life, is now a cause for panic and you turn around to go and get it.

• 9. You get up in the morning and go on line before getting your coffee.

• 10. You're reading this and nodding and laughing.

Leadership Takes Passion to Create Sustainable and

Repeatable Service Excellence!

Leadership vs. Management

• Different activities• Leaders need to develop

people and create synergy• This is a dynamic process

that takes planning on your part

The Future of Business • You don’t need a large

number of “managers” • The Future is groups of

people with a lot of PASSION

• …That is the new story of business

Move Up the Risk• The first job is to remind

everyone on your team just how high the stakes are

• Move beyond entitlement and in some cases complacency

• We need more energy and enthusiasm

So How Do You Win?

• Being average today doesn’t cut it• Average leadership• Average employees• Average product• Average passion• …A great way to go out of business !

A Leaders Job Today is….

• Not to “outwit”, “outwork”, “out-train” or “outsmart” the competition

• Your job is “thought leadership”• Out-Think the Competition• Generate more good ideas• Make smarter adjustments faster than the

competition

Success needs to be Faster…

• If people are afraid to make mistakes…it slows down progress

• If your team walks on egg shells…• If you study the numbers too long, the

competition has made the numbers• Celebrate Success and Mistakes!

Feedback…The Breakfast of

Champions

A Critical Leadership Skill

• Giving and receiving effective feedback

• Feedback applies to all levels• It is a learnable skill• Feedback should not be based on

judgment

Feedback Principles• Regular Feedback• Corrective Function• Honesty and Mutual

Trust• Can be Simple or

Involved

Feedback Principles

Observing• Based on Data• External

Behavior

Judgmental• Evaluating Data• Internal Standards

Feedback that is based on judgment alone...

•Does not work•Causes unpredictable

change

An Effective Feedback Process- S.M.A.R.T.© Feedback

• S-Sensitive• M-Meaningful• A-Accurate• R-Reinforcing• T-Timely

……SensitiveSensitive• Team Member• Feelings - Communicate• LEAP© into feedback‘‘Listen, Empathize, Ask and Produce

a Solution’’

…MeaningfulMeaningful• Specific• Observable• Honest• Behavior Focused

……AccurateAccurate• Complete • Understood• Facts not Rumor• Strengthening

…ReinforcingReinforcing• Continued Development• Improve Performance • Two - Way• Un - Mixed

……TimelyTimely• Never Postpone• As soon as possible• Creates a Disconnection• If not timely - employee discounts

feedback

Response to FeedbackResponse to Feedback

Insecure• Relationship

Message

Secure• Learning

Message

How Feedback Develops People…

Lets them know where they stand

Builds people step by stepImproves PerformanceDecreases turnoverImproves morale

Building a Relationship of Trust…

Manager

Employee

Giving FeedbackDescribe Behavior1.Report Specific Actions2.Solicit Reaction

Receiving FeedbackProbing-Encourage person to talkOpen-Get informationClosed-Focus on issue

Thank you!Presented by

Rebecca WeaverMaster Connection Associates

+1 949 589-6137www.masterconnection.com