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Your team members can’t effectively serve your customers without a unifying message that motivates and guides their actions.
This could be your mission statement. Or a list of values. Or even a tagline. I call it an Engaging Service Vision.
It’s engaging because it’s something that gets everyone across your organization excited. It enables everyone to instantly understand your organization’s goals. And it helps your team make better decisions about how to achieve those goals.
Once you have this in place, everyone in your organization will understand how to create a better service experience for each customer. Watch the video for an example of a great service vision – six words that unified an entire organization.
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Below is an Autogenerated Transcript
Our world is serving yours. The company name is Schreiber. What do they do? They’re the world’s largest manufacturer of cheese. Hey, if a cheese manufacturer can do that, what can you do? Nokia Siemens Networks are now called Nokia Networks. An Indian gentleman named Rajeev Suri is the CEO. Before he was CEO, he was in charge of global services and he was my client. They had just approved a $1 million global marketing campaign to promote this. Nokia Siemens Networks. Know How. I said, “Mr. Suri, with all due respect, I don’t think your customers care about what you know. They assume that you should know. They care about what you do with what you know. For them. He said, “Good point.” So, we added this. Use your Know How. Know How. Act Now. But what’s the purpose of the action? So, we were sitting in Noida with his global leadership team, and this big guy named Horst from Germany, we’re all looking, Know How, Act now, Know How, Act Now, he goes, “Wait. I know.” I said, “Horst, what?” He goes, “Know How. Act Now. Create Wow.” Six words. today are unified under this vision. Know the customer, know what they like, know what they don’t like. Know what the competition is offering. Know their political, what’s going on inside the company. Know their budget. Know their decision cycle. Act Now. When’s the next meeting? What can we put together? What research should we do? What proposals should we make? What email? Who’s going to make the phone call? Create Wow. Check with them. That thing that we did for you last quarter, did it produce what you wanted? What else could we do? What would you like us to do next? Got it?
