2012 ASTD MS Annual State-wide Symposium Closing Session by Paul Hasney, Imagine Consulting. June 14, 2012. The University of Southern Mississippi Gulf Park Campus.

1. Building a True
Service Culture
For: Mississippi ASTD
June 14, 2012
Paul Hasney
Imagine Consulting LLC
801 N. Arnoult Road Metairie, LA 70001

2. Objectives
 Everyone plays a role in building true service
culture (leadership, team members, etc.);
Focus on how to build the “big 6” into your
organization;
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Give you some practical ideas regarding
implementation of the “big 6”; and
It doesn’t matter what you do for a living –
WE ARE ALL IN THE SERVICE BUSINESS!!
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3. Why Change?
• The Definition of Insanity:
Doing the same thing over and over again, and
expecting a different result.
If we want different results, we
must do different things!!!
Look for one or two different things that you can
do to raise the service levels in your business.
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4. Turn the Pyramid Upside Down!
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Executes
the Culture
Design the Culture
Creates the Vision 4

5. The Secret Formula
CR < ER
Customer Relations < Employee Relations
Service Delivery in any business is an
“inside/out” process!
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6. Service Driven Culture – The
“Big 6”
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7. 1. Service Focused
Leadership
• Leadership’s role:
• Decide what they want;
• Be willing to do what it takes to make it
happen;
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• Walk not just Talk;
• Demonstrate a PASSION for service?
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8. 2. Clear Vision
• Do you have a service vision for your
team/organization?
• Can you articulate it?
• Will it capture the hearts & minds of those
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who have to carry it out?
• Do team members share in your vision?
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9. Service Vision Statement
• Do you have a service vision?
Note: It always helps when team members
participate in the design!
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10. Service Behaviors Aligned
with the Vision
• How do you want your team members to
behave?
• Are they specific?
• How will you know if team members are
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demonstrating the desired behaviors?
Note: It always helps when team members
participate in the design!
Guidelines vs. Scripts
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11. 3. Right People/Right Places
• Do you know what kind of talent you are
looking for?
• Do they have the knowledge/skills/desire?
• Do they have a passion for serving?
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• Are they trained? Are they trainable?
• Think of yourself as a Professional Sports
Team GM! Talent is everything!!
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12. 3 Requirements For Success
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13. 4. Continuous Training
• Does your team have sufficient training?
• Does follow up happen after the training?
• Is the training reinforced?
• Is the training relevant?
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14. PRACTICE – PRACTICE –
PRACTICE!!
Do you give your teams
opportunities to practice?
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15. 5. Continuous Coaching
• Is coaching available?
• Continuous improvement is the emphasis
• Help me get better!
• Catch me doing things right!
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• Do I get feedback when mistakes are made?
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16. 6. Reward and Recognition
Programs
• Create and support the culture you want!
• What do I get for going “above and beyond”?
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• WIIFM?
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17. REMEMBER!
• You can create the culture you want.
• If you don’t your team members will create it
for you.
• Everything creates culture!
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• What you say
• How you act
• What you reward
• What you ignore
• Etc.
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18. Service Driven Culture – The
“Big 6”
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19. Paul Hasney
Imagine Consulting LLC
801 N. Arnoult Road
Metairie, LA 70001
Imagine Consulting LLC
504-231-8932
E-mail: paul@imagineconsultingnola.com
Web Site: www.imagineconsultingnola.com
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