As the Coronavirus spreads, it brings new and unique challenges to organizations in every industry in all parts of the world. People are working in a time of tremendous uncertainty and stress. If you’re a leader in this unfolding drama, there is no clear view of the direction or duration of the crisis. The health …
Organizations driving change face a common problem. Internal communications lose momentum over time. While initial launch communications are strong and creative, ongoing communications may get less and less attention. This can derail your progress for change just when new and powerful messages are needed most. Building fresh support for a long-term service culture change requires vigilance and persistent effort.
Improving your organization’s service culture is a multi-faceted and long-term undertaking. One proven place to start is in building a shared vocabulary for service to focus the attention and actions of your team.
Steris provides sterilizers, sterile processing equipment, operating room surgical equipment, emergency room equipment and other medical device sterilization equipment. As a manufacturer with technicians working onsite in health care facilities, safety is a critical factor for Steris’ success.
Steris is a global leader in infection prevention and surgical technologies based in the US and serving clients around the world. Leaders of the North American Service organization wanted to create buzz and momentum for their implementation of Uplifting Service (UP) education. On the second floor at corporate headquarters, over 400 staff from the internal service support groups sit in a large, wide-open space. These employees handle calls and inquiries from customers and field service technicians all across North America. They are “the heartbeat of service” at Steris.
I recently stayed at the Banyan Tree resort in Macau. This was my first time staying with the 5-star Banyan Tree group. All I knew was that the Macau property is a high-rise urban resort in the city with modern living, unlike the other Banyan Tree resorts built with nature-filled living and relaxation. I expected to indulge and be pampered with service excellence – as I would in any other hotel of equal standing.
An Engaging Service Vision is captivating, motivating, challenging, and uplifting. Creating your Engaging Service Vision is an essential step in building a service culture that deserves senior leadership attention.
A key learning point in the Uplifting Service methodology is your ability to cultivate ongoing relationships when someone else is struggling by “exercising compassion”.
Every once in a while a commercial company expresses the essence of our humanity – not only the desire to succeed, but also to be deeply fulfilled in our achievements.