Our services are directed toward providing you with the information you need to build a strong and successful organization, one that can attract and retain productive employees and profitable customers. We help you build upon your strengths and identify obstacles or weaknesses which can impede your business results. And we can assist you in creating and maintaining a service culture in your organization which differentiates you from similar product/service providers and leads to a measurable improvement in customer and employee satisfaction.
The development and maintenance of a pervasive service culture requires an intense and relentless focus throughout your organization, whether big or small. Everything the organization does can affect customer satisfaction. We offer a full range of services designed to assist you in understanding and addressing issues which can ultimately have an impact upon your customer's experiences and perceptions. Depending on your starting point, some or all of the following services may be appropriate. Click on the subject of your interest:
- Understanding Where You Are
- Baseline Assessment: Surveys and Evaluations
- Clarifying Where You Want to Be
- Articulating Your Mission and Vision
- Accelerating Movement Toward Your Vision
- Turning Your Vision Into a Strategic Plan
- Creating a Supportive Internal Environment
- Strengthening Your Service Leadership
- Empowering Your People
- Building and Maintaining Momentum
- Measuring Progress and Fine Tuning
- Ongoing Measurement and Feedback
- Reinforcing the Service Culture
- Providing Constant Reminders
- Recognition Programs
- Speaking Engagements
Utilizing appropriate tools (such as self-assessment questionnaires, interviews, employee and customer surveys, focus groups), we can assess the current corporate culture as it relates to supporting the development and maintenance of an effective service culture. Among the elements we may choose to assess are:
+ Customer Satisfaction
+ Employee Satisfaction
+ Employee Empowerment
+ Leadership Performance (using 360° Evaluations)
+ Internal Service Performance
+ Customer Satisfaction with Providers of Similar Products or Services
+ Organizational Receptivity to the Cultural Change
The assessment process provides a baseline against which to measure progress. From this assessment we can recommend appropriate actions to remedy weaknesses, build upon strengths, and supplement and refine existing programs and processes.
What is your organization's purpose? Why does it exist?
What does it want to accomplish?
What will success look like?
Every organization must be able to answer these questions. The purpose of the vision statement is to bring the entire organization, all of its people, into alignment around a common image of the future. It paints a verbal picture of what the organization will look like, and what will make it special to all its stake holders, when it has achieved its vision.
Elliott Brown & Associates can provide skilled facilitation to help you:
+ Develop a Mission Statement, or Statement of Purpose
+ Develop a Compelling and Inspiring Vision for your Future
Our skilled Associates can guide you through a Strategic Planning process to turn your Vision into reality.
We can assist you in developing an internal climate which supports the values underlying a service culture. We can recommend ways for you to make progress in:
+ Building organizational trust
+ Opening channels of honest, productive communication
+ Developing and/or improving internal communication vehicles
As you build a service culture, the words and actions of your leadership team will be scrutinized throughout the organization for consistency and commitment. They must model the behaviors and values expected of other employees. In order to increase their awareness of potential problems and improve their effectiveness as role-models, we offer management coaching (individually or with teams).
In addition, we can help you improve your management meeting and/or review process to make it more service-focused.
If our assessment indicates a disempowering environment, we can recommend and work with you to develop programs which address the issues. Such programs could include:
+ Review and revision of operating policies and procedures.
+ Review and revision of Human Resources processes, particularly position descriptions and performance appraisal forms and processes, for service content and consistency.
We offer workshop/training design, train-the-trainer, and facilitation for workshops and programs such as:
+ Delivering Unexpected Service: A workshop for all employees
+ Creating True Service Differentiation: A workshop for managers
+ Developing Service Preeminence: A workshop for senior managers
+ Empowerment: Facilitating Service Excellence
+ Building Executive Team Effectiveness
+ Team Skills: Profiting from Diversity
+ Effective Listening: A key to better communication
+ Empowering Your Speaking: Getting the Most From What You Say
+ Building Productivity in the Workplace: Getting the BEST From Your People
+ Employee Orientation Programs
Measurement and feedback systems serve several critical purposes, all aimed at increasing customer satisfaction. They can:
We can provide assistance with the development and implementation of:
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We can help you develop internal programs, promotions and events which will keep the service message fresh and alive in the minds of your people.
We can help design service recognition and reward programs which will provide strong reinforcement for your service efforts by rewarding employees for demonstrated excellence in service performance.
We can add impact to your service events or conferences by delivering effective speeches on relevant subjects. The following represent the topics of some of our recent speaking engagements:
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© 2002 Elliott Brown & Associates