Points for Presby's STARS to Ponder

Hello everyone! Good job to those of you stepping up your blogging game and letting us know how Presby's Service from the HEART is rolling out in your community or apartment building. I just love reading all these blog posts!! Remember, to read the posts of others as well and comment. We're all in this together.

I've been doing some further research for my next book and some of the things I've learned can help us on our journey. Particularly I visited the Gaylord Opryland Celebrity Services Team (photo) as they prepare to re-open after the Nashville Floods. Also, I was fortunate enough to interview the CEO of Ruby Receptionists who doubled their business this year (even in this economy) because of customer referrals. Here are some of the things you can take away from those conversations:

1. I AM Presby's Service From the HEART: Both my friends at the Gaylord and Jill with Ruby Receptionists talked about this. Team Members need to know how they truly make a difference. Story sharing is big at each company. The Gaylord has an entire campaign going on called "I Am Opryland" and were planning a rally centered around how STARS (what they call employees) make a difference. At Ruby's, every time someone gets a compliment from a customer, the story is shared at staff meetings, via email, on facebook (blogs), etc. Remind your team members constantly how they ARE Presby's Service from the HEART and how they make a difference.

2. Constant Conversation of Service Basics: This is nothing new - but again, it struck me. The conversation about tangible service basics never ends. This is why those HEART TO HEARTS are so important. Focus on one Presby's Service from the HEART standard and talk about it. Give examples of what it means and make it tangible for your team. Look for those teaching moments and praise publicly and coach privately.

3. Make the Commitment: Jill Nelson brought this important point to my attention. She said, "This is a commitment and you will be tested. It's not always easy to do. There are scenarios where you want to force policies on clients or it would be easier to just let something slide. It's hard to follow through on red-carpet service. But...if you really make the commitment, you avoid doing the easy in the short term in order to reap the long term results." This came from a woman who's business doubled because of referrals even in this economy. Worth thinking about.

4. The Basics First: Both organizations have become masters at defining their service basics and really keeping them alive. You can't just focus on the fun and the WOW! You've got to have a baseline of what good service is, become experts in delivering that, and then you can add the "and then some."

5. Make it Their Mission to Make Someone's Day: Once you have the basics down to a science, then you can add the WOW! At Ruby's they have WOW Brainstorm sessions every quarter - and really work at coming up with ideas that will cause their customers to say WOW!! As a result, employees come to work each day on a mission to make someone's day. And when they do...they share those stories in their versions of "Heart to Hearts" and on their blog.

Points to Ponder as you continue your journey with Presby's Service From the HEART

Leaders: Carry a Notebook With You

Here's a great quick tip for engaging your team in creating a better service experience. Carry a notebook with you at all times. Whenever a team member gives you a suggestion write it down right in front of them. Let them know you want their ideas. You may not be able to use all of them - but you want to remember all of them.

On the spot jot down the following:

1. The idea
2. Who gave it to you

Follow up by:

1. Writing a thank you post it or note to the person who suggested it. Let them know you can't use all ideas but you appreciate them and as they accumulate you'll implement some of them. Just keep a stack of ready-to-go thank you notes on your desk and this will be an easy task.

2. Periodically go through the notebook and choose some ideas to implement.

3. ALWAYS give credit to the person or people who gave you the idea.

Remember - people are always more invested in culture change if their ideas are requested and used by their leader. They will also be more open to your ideas once you've shown that you are open to theirs!