Years ago, when I had two businesses, I loved the last week of the year. For me it was a time to clear up old projects and make room for the new. I used this time to de-clutter and reorganize the office, catch up and clear away outstanding projects, take stock of resources and supplies needed for the coming year, and to revisit values and goals for the team and our company.
Ed Horrell, author of the Kindness Revolution, talks about his idea of an Extreme Corporate Makeover. He suggests the following steps to your makeover.
- Survey your customers needs - find out their challenges and needs
- Prepare to do what your customers want
- Focus group to plan the changes and set goals
- Develop a customer credo (the Ritz Carlton's is "Ladies and Gentlemen serving ladies and gentlemen)
- Talk about customer service every day in the team. Keep it front and centre, make it important
- Review customer service objectives
- Put your standards out for others to see
- Make our motto and credo a promise and part of your staff's uniform
- Practice kindness in every single conversation and contact
As you move forward in 2012, identify five areas of focus for your extreme team and business makeover. For example, sales, customer service, team relationships, systems, referral process, etc. Once you have completed this step, identify five actions for each area. That will start your year with 25 designated steps toward your corporate makeover.
Wishing you great success!
