By Cheryl Smith, IOMPresident, CultureSmith Consulting

SELECT2How outstanding organizations

consistently deliver excellent service

From EXCEL to Select2

S SE EL LE EC CT T

The Heart of ServiceS _______________ S _______________

A Firm FoundationServant vs. SlaveWho comes to mind?What characteristics do they have?

Photo by Never Was an Arrow II

May I get you something to drink?

Rock Bottom Café – Jacob

Personal responsibility

Positive

The WOW FactorE _______________ E _______________

Customer FocusWho are they?What do they want?Are you sure?ABA

From “Service Excellence”“If you can’t take care of a customer’s basic problem, at least try to take care of the mess it caused.”

“If you do enough things right, the customer is very forgiving

of the things you do wrong.”

“Service excellence doesn’t require as much emotional energy as service mediocrity.”

“Doing an excellent job is a lot more satisfying than doing a mediocre job.”

Tina TurnerWhat’s Love Got to Do With It?L _______________ L _______________

Where are the leaders?Authority vs. PowerA picture is worth…AgapeEncouragementAccountabilityWho believes in you?

Puttin’ On the RitzE _______________ E _______________

Doing it WellKnow what’s expectedHave the right toolsHave the freedom to do what’s necessary

Photo by SD Dirk

For the ThinkersC _______________ C _______________

EQNWhat are the

processes?Are they customer

focused?Are they

consistent?

Who’s Got Your Back?T _______________ T _______________

Photo by Bogdan Morar

Calling All Sports FansNo silosLaughterCommunicationVital FriendsGuess who?

City Slickers

Additional ResourcesLip Service by Hal BeckerQBQ by John G. MillerThe Servant by James HunterService Excellence by Price Pritchettwww.SimpleTruths.comVital Friends by Tom Rath

Cheryl Smith, IOMPresidentCheryl at culturesmithconsulting dot

com www.culturesmithconsulting.com