I was fortunate to work for a company that was known for service excellence. But excellence isn’t something you can demand of the workers expected to produce it… they have to want to work and produce at that high a level. And that begins by creating a workplace culture that nurtures and reinforces that:
Ø Where trust and respect go both ways – just like the Golden Rule says.
Ø Where people are informed – in training, coaching, and feedback.
Ø Where good deeds are recognized – inspect and reward what you expect.
Ø Where employees come first – as in servant leadership.
Ø Where awareness and caring count – as in emotional intelligence.
Ø Where everyone pitches in and is aligned – teamwork produces great work.
These are the management philosophies and practices that create the kind of culture that makes people demand excellence of themselves – because they understand it’s the right thing to do for their colleagues, the company, and their customers. Note, I said “their” customers, because in that kind of culture they own the customer experience. And the proof is seen in the quality of the goods and services that are produced. Managers at all levels need to realize and understand this – their actions make or break the kind of workplace environment where excellence thrives. Demand that of yourself today.
Emmitt James Smith III (born 1969): American former professional football running back who played 13 years as a member of the Dallas Cowboys and is the league's all-time leading rusher.
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