WOW Word-Of-the-Week #360: Excellence
June 29, 2011 by Susan Clarke · Comments Off on WOW Word-Of-the-Week #360: Excellence
Excellence – exceptionally good; superiority.
What does excellence look like to you? Do you remember the last time you experienced service excellence? What are your expectations when a business claims service excellence? Do you expect it to be an exceptionally good and superior experience?
We just returned from a three week road trip in the US and Canada. I have to tell you there’s a lot to be said for having paved roads and toilets when you’re traveling! One of the things that has been on our “Bucket List” is taking the Rocky Mountaineer train from Vancouver to Banff. They did a great job selling me on the GoldLeaf service which was almost twice as much as the RedLeaf service. I struggled with paying the extra cost and in the end justified it by repeating my travel mantra which is, “We are only going to do this once.”
Their website states, “Our custom-designed, two level, glass-domed GoldLeaf coach puts you right in the middle of the awe-inspiring scenery of the Canadian Rockies. Take in the dazzling vistas upstairs, and enjoy delightful meals downstairs. From the attentive service provided by your Onboard Attendants, to the gourmet meals prepared from regional cuisine by our award-winning, onboard chefs. GoldLeaf Service is quite simply, as good as it gets.”
Rocky Mountaineer
On June 20th I received this e-mail stating, “On Wednesday, June 15th, we were served with strike notice by the union. In order to provide our guests with exceptional and uninterrupted service, we had no choice but to give the union lockout notice, effective 12:01 am on June 22, 2011. Please be assured that if there is a labour disruption, it will be business as usual and the Rocky Mountaineer will be operating as scheduled. Guest service remains our number one priority and we have a comprehensive contingency plan in place to ensure that your experience onboard the Rocky Mountaineer exceeds expectations.”
We started that portion of our trip in Vancouver on the 22nd and boarded the train on the 24th. When we arrived at the train station we were met by picketers who blocked the parking lot and were chanting, “We love our jobs.” We boarded the train and took off knowing everything would be great since they said, “We have a comprehensive contingency plan in place to ensure that your experience onboard the Rocky Mountaineer exceeds expectations.”
We sat back in our very comfortable seats and proceeded to read their Mile Post newspaper. The headline read “World Class Service” and went on to say, “At Rocky Mountaineer, our team is committed to providing service excellence to our guests. Each member is specially trained and committed to ensure you have a comfortable and enjoyable journey. Each coach is assigned On-board Attendants who will do their utmost to exceed your expectations.” And the final paragraph states,” Now that you know more about us, sit back, relax and enjoy our hospitality – Rocky Mountaineer style!”
I probably don’t have to tell you how the trip went. From bad to worse! Our two attendants (for our entire train car) did the best they could provided they clearly had no training (or uniforms). Our gourmet meals tasted like something from a grocery store frozen food section. On the bright side the scenery was beautiful (at least they couldn’t screw that up). I intend to follow up and find out how they plan on exceeding my expectations and when I should expect to experience there service excellence.
Key Point: The more you charge the pickier your customers, guests, and members become and the higher their expectations!
This week focus on what excellence looks like in your operation. Would your customers, guests, or members rate your business and your service as exceptionally good and superior to your competition?
Reader Responses
“It’s too bad we don’t see more excellence in customer service. It seems we’re a dying breed…” – Rebecca
“Wow! You had me sold on the trip till I read how it had not met your expectations, bummer!” – Susan
“I was taught at a young age to “autograph my work with excellence.” It is unsettling for all of us when we are told about the excellent service we are going to receive and then it is much worse. Obviously, our expectations are dashed and disappointment and frustration then set in. Don’t tell us, show us! I am a big believer in not telling someone how good the job will be, but showing them by example. Every day in our office I try to lead by example. People are much more impressed when you show them rather than tell them. And when we show people consistently what we can do, that is impressive. But continuing to tell them about our excellence and then not delivering on it hurts everyone over the long haul. I am not surprised at what you experienced, Susan. This should be a lesson to all of us. As my father has always reminded me during my lifetime, “You have to show me, because I’m from Missouri” (The Show-Me State). Thanks, Susan. Take care.” – “Warrior” Joe
WOW Word-Of-the-Week #359: Fire Drill
June 8, 2011 by Susan Clarke · Comments Off on WOW Word-Of-the-Week #359: Fire Drill
Fire Drill – last minute panic to meet a deadline due to poor planning.
Do you know people whose life is full of fire drills? How does it make you feel when you get pulled or sucked into someone’s last minute panic? Are you good at meeting deadlines?
This week’s WOW features more excerpts from the chapter in Chris’ book featuring, “The Six Guidelines I Ask Of My Direct Reports.”
Guideline #6 – No Fire Drills
“We’re all very familiar with the story of the boy who cried wolf one too many times. When we act out as the boy in the story we quickly find ourselves being ignored and not taken seriously. When a true need comes along there is nobody around to help us.”
“Our jobs are replete with many loose ends that have to be tied up. These tasks have varying degrees of priority and yet all have to be accomplished. Meeting deadlines tells your boss, “I can count on you”. Your reputation is a building block of your overall character. If you can’t be trusted to deliver the goods someone will always be looking over your shoulder and that means less freedom. There will always be someone who gets in your way. When you create a fire drill you deflect the pressure of having to make a decision from you to me. So, now it’s my problem……because you didn’t get done what I asked you to.”
“Time management, learning how to be more organized (a better word might be personal tidiness) and focus are good places to start. And, of course, procrastination and indecisiveness are our worst enemies. We’re very adept at finding excuses, ‘I was on vacation,’ ‘My alarm clock didn’t work,’ ‘I had a flat tire,’ and so on. Challenge those excuses and take the initiative. There might be a problem with the inability to let go and of course the answer to that is to leverage technology and delegate, delegate, delegate. Keep in mind that this doesn’t negate your being accountable. The bottom line here is do not use delegation as an excuse. ‘My assistant didn’t put the appointment on my calendar’ or ‘My assistant didn’t get it done in time.'”
This week’s focus is to not have any fire drills. If you’ve had them in the past, is there a common reoccurring time or day? Would you agree that most fire drills would be eliminated by better planning? What could you do to be better organized and prepared?
Reader Responses
“That’s two words. . but still funny and great!!!” – xoxo C
“Thanks Susan – I appreciated this email. Sometimes I find I have many fire drills, do you have any books you can recommend to learn how to Time Manage effectively?” – Brenda
“Having worked in the corporate world for the past 30 years, I have seen so many ‘fire drills’ I don’t know where to begin. Usually it has to do with last-minute changes that others want incorporated into a project that has to release ‘yesterday.’ So, whenever we have received the late project, the onus is then put on us to make sure that the project gets out on time. The biggest reason for the delay is usually that the people in charge are not decisive in their work. They go back and forth and back and forth, and when they finally settle on what they want to do the project is late. Fortunately, my group is experienced enough with these people that we will stay late if we have to get the job done. And we do. Personally, when there are things that we have to take care at home, my wife is the one who will panic. Kristen will say that she has so much to do that she does not know when she will get it all done. I always tell her, let’s take one thing at a time and it will all get done. Also, I remind her that if she needs any help with anything to let me know. Usually, we get everything taken care of, with time to spare. As I tell Kristen, it is all in how we act or REact. Many times, Kristen simply REACTS, and that is when the panic sets in. I also remind Kristen that IT GETS BETTER. Great word, Susan. We all have to remember to act, instead of REACTING. Take care.” – “Warrior” Joe
WOW Word-Of-the-Week #358: Integrity
June 8, 2011 by Susan Clarke · Comments Off on WOW Word-Of-the-Week #358: Integrity
Integrity – steadfast adherence to a strict moral or ethical code.
Would your staff, co-workers, family, and friends say that you are an honest person? Whom do you know that you trust implicitly? Do you have a clear sense of what is “right and wrong?”
This week’s WOW features more excerpts from the chapter in Chris’ book featuring, “The Six Guidelines I Ask Of My Direct Reports.”
Guideline #4 – Integrity
Dalai Lama
“To provide real solutions, we must act with integrity and have honest conversations about the reality of the healthcare environment. As children, most of us took honesty for granted. You don’t realize that the world isn’t always truthful until that first time someone lies to you.” – Dr. Jeffrey Weisz, Executive Medical Director, Southern California Permanente Medical Group
“High performing organizations have leaders that make decisions and take action based on strong social values and high integrity. We all like to think we have integrity. But what does it look like? What behaviors do you think of? As leaders, we exhibit integrity when we ‘walk the talk’ and act as good role models for the vision we espouse, when our behaviors are consistent with our values, and when we hold to our values – our personal values, as well as ‘our organization’s values’ – during good times and bad.”
“At Intel, the officially sanctioned norm of behavior is to ‘disagree and commit.’ They expect each employee to express his or her opinion openly, even if it goes against the grain of the group. They have an obligation to speak up and ask questions. In our organization, if you have questions, you should ask them. If you have a better idea, you should share it. If you think a decision is wrong or ill founded, you should say so. And once a decision is made, you should stand behind it.”
“A climate of honesty and integrity leads to trust, and trust leads to openness. People will be more creative, innovative and open to change. Change tests all of us. We are naturally opposed to things that are different than what we are used to.”
This week’s focus is on integrity. Do you know anyone who often times doesn’t tell the truth? Are you comfortable expressing your opinion openly? Do you believe you can disagree without being disagreeable?
Reader Responses
“It’s not a coincidence that folks with Integrity have “Grit”!:)” – John
“Everyone wants to have integrity. I heard someone say once that how we act when no one is watching is a good sign of a person’s integrity. Being able to look in the mirror and see who we really are, not when others are around. In the 30-plus years I have worked in the corporate world, I have seen a lot of people who talk the talk, but never walked the walk. Usually, they are the loudest. But behind the scenes, their integrity is lacking. No one is born with integrity. But it is ingrained in us as we experience life. We can see integrity in others, especially corporate hierarchy, in their decision-making. Unfortunately, many peoples’ decisions are based on self-interest. They will do what they need to do, and let the chips fall where they may. What happens to those people is that they do not get respect. Without integrity and respect, we do not go far in this world. But they must be earned each and every day. There are many who practice “situational” integrity, picking and choosing their spots as to when to exercise integrity. This does not work or help earn respect. It has to be an everyday practice. While we must be true to ourselves, we have to act with integrity as an example to everyone in our daily lives. Great word, Susan. Take care.” – “Warrior” Joe
WOW Word-Of-the-Week #357: Responsibility
June 6, 2011 by Susan Clarke · Comments Off on WOW Word-Of-the-Week #357: Responsibility
Responsibility – the quality nf being accountable for your actions and decisions.
Do you have a tendency to blame others when things go wrong? Are you a “team player” and supportive of the people that you work with? Have you ever given credit to someone even when you should have been the one receiving it?
This week’s WOW features more excerpts from the chapter in Chris’ book featuring, “The Six Guidelines I Ask Of My Direct Reports.”
Guideline #3 – Take Responsibility
“Some of us do our jobs and some of us will not, but we will all be judged by one thing – the result.” – Vince Lombardi
“Take responsibility for attitude. True, only you have the ability to control your own but you can influence and change the behavior of others by being a role model. I own my attitude and I want you to hear it loud and clear!
“Take responsibility for not making excuses. In our organization we’ve identified those ”killer phrases” that often sabotage conversations. (List way too long for this WOW!) But for example you know this one, ‘We tried that before and it didn’t work.'”
“Take responsibility for making others successful. There are no limits to how far a person can go or how much we can accomplish as long as we don’t mind who gets the credit. If you truly accept that each person contributes to the whole and you’ve let go of your large ego you’ll easily be able to share the wealth and give others the credit they deserve for their work.”
“Take responsibility when things go wrong. More people would learn from their mistakes if they didn’t spend so much time denying they made them. Blame is a time waster. It is an old negative concept that leads us nowhere but backwards. Let’s take advantage of our missteps. Being vulnerable can turn into a real strength. I have many learning experiences to my credit to go along with my successes.”
This week’s focus is on taking responsibility. Do you make excuses or blame others when things don’t go as planned? Do you like helping others to succeed? Do you feel you influence others by being a positive role model?
Reader Responses
“If you delete the first two syllables from that word you get “sibility”. In my dictionary that is the skill of getting along with one’s siblings, especially during the family get togethers at Thanksgiving.” – John
“This is a good WOW! I want to read Chris’s book.” – Katie
“This is probably the best word that you have featured this year. The biggest problem in American business today is the lack of accountability. I don’t know why, but I believe it has to do with companies and individuals not wanting to be sued. In my young life, I believe that it may have started with the result of the Watergate scandal, when President Richard Nixon resigned. By resigning the presidency and not going through with the imminent impeachment trial in the House of Representatives, President Nixon pretty much escaped the responsibility for his high crimes and misdemeanors. While he had to deal with the disgrace of resigning his office, he was not put on trial for his misdeeds, including the cover up. Ever since then, people have made deals to avoid jail time, being fired or not doing well in school. Instead of being accountable for our actions, we have been able to avoid them in order to reach a different result. Young people have especially been hurt by this in school. Instead of holding youngsters back as a result of failing grades, they are promoted to the next grade because we don’t want to upset their feelings. In business, when a company decides to let an employee go, a reason is concocted to make it sound like it was a mutual decision, or that the fired worker was looking for greener pastures. In this way, the company wipes its hands clean of an unwanted employee without revealing the true reason to future employers who may be calling to find out why he or she are no longer working for the company. Wiping our hands of responsibility or accountability seems to be the status quo today. Mediocrity is the result of all of this. If I make a mistake, I admit it and try not to make it again. As you noted in your WOW! we are responsible for our attitudes and being an example. I keep up an optimistic face every day in the office, bringing good will in my own way to my coworkers. Regardless of the situation, I stay positive. I also give credit where credit is due. If someone did a good job in the office, I will compliment that person. However, if I do a good job, I let other people talk about it. I don’t like to toot my own horn too much. It can look unseemly at times. But making sure that people get a pat on the back every day helps keep morale up. We need more of it, but I don’t see enough of it. Many times, my coworkers are taken for granted by their superiors. Every day, I tell a woman in my office who is responsible for assisting a few different superiors. She is never told by these people that she does a good job. She is taken for granted. It is sad, but true. We need to give our coworkers a slap on the back and a boost every day. They are carrying the load for many companies, yet don’t get the credit they deserve. It is too bad. Have a good weekend, Susan. Take care.” – “Warrior” Joe