Pick the Words With Power
Who
wrote your company’s vision, mission and value
statements? Was it some long-forgotten committee, or
a retired management team, or an advertising agency
no longer on the job?
In too many organizations, these essential statements
are leftovers – flat, dull and boring. Let’s
face it, no one is inspired by a predictable list of
core values like teamwork, integrity and customer focus.
Instead, have your team choose powerful words and phrases
that truly turn them on. Here are two examples:
Media Arts rides a
digital wave in creativity and business focus. Here
are three of the core values they have chosen:
‘It’s
not work.’ (They have much too much fun for
that!)
‘Sure we
can do it! What was the question?’ (These
folks are committed, passionate and always eager to
learn.)
‘We grow
with you.’ (They turn customers into partners.)
Singapore Network Services dropped two thousand words
of bland corporate text and created ten new statements
to guide their group behavior. Here are three that stand
out:
‘Beep-Beep!’
(Think Road Runner. These guys are fast!)
‘Beyond the
call of duty.’ (They stretch, stay late,
hustle.)
‘Every customer
is our customer.’ (No departmental silos.
Every customer gets full benefit of the entire organization.)
Key Learning Point
Keep your guiding statements fresh, relevant and inspiring.
Action Steps
Are your guiding
statements up to date? Do they really turn your people
on? If so, you grow. If not, you'll rot. Pick up the pen
and start again.
Next Article in Customer Service Vision >>
Standing Out in the Crowd
First Article in Tips for Trainers >>
Ten Ways to Maximize the Impact of Training
Did you appreciate this customer service training article?
Get more like this at no charge. Subscribe now to the UP Your Service! newsletter.
YOU MAY USE THIS CUSTOMER SERVICE TRAINING ARTICLE IN YOUR FREE NEWSLETTER OR YOUR WEB SITE
as long as you include this complete statement:
Copyright, Ron Kaufman. Used with permission.
Ron Kaufman is an internationally acclaimed customer service training educator for quality service.
He is author of the bestselling series "UP Your Service!" and founder of
"UP Your Service College".
To enjoy more customer service training articles,
visit www.RonKaufman.com and www.UpYourService.com
FOR COMMERCIAL USE of this article in a paid newsletter, publication, or training program, please refer to our Terms of Use.
|
