Creating a Service Culture

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Creating a Service Culture

• Jan Dwyer, Boundless Results
• CMA 2007 Palm Springs
• Managing Your Private World
• March 14, 2007

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After this session, you will be able to

• Identify the importance of integrating an
  inside-out approach to service excellence by
  serving your most critical customer base your
  staff
• Recognize how one service interaction can
  translate to thousands of dollars of ministry
  funding
• Discover service strategies to build customer
  champions and a service culture in your own
  ministry

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Activity

• What is your own pet peeve as a customer?
• What is the biggest challenge that can prevent
  your ministry from delivering God-glorifying
  service to your staff members?

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Stepping in the shoes of Your Donors

• How would your donors and staff members rate
  their current service experience in your
  ministry?
• Your Donors Perception
• Your Staff Members Perception

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Serving like Jesus

through us spreads everywhere the fragrance of
the knowledge of him. - 2nd Corinthians 214
(NIV)
In the Messiah, in Christ, God leads us from
place to place in one perpetual victory parade.
Through us, he brings knowledge of Christ.
Everywhere we go, people breathe in the exquisite
fragrance. 2nd Corinthians 214 (The Message)
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Serving like Jesus
See, I have engraved you on the palms of my
hands - Isaiah 4916 (NIV)
Look, Ive written your names on the back of my
hands. Isaiah 4916 (The Message)
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Serving like Jesus
Every time you discover the reality of Christ
fulfilling another realm of your needs and
longings, His name is written on a different part
of you. -Beth Moore, Beloved Disciple
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Moments of Truth

• In what area does your constituency experience a
  breakdown in service?
• How is your internal service as compared to your
  external service?

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Quote for Thought

• First, before you write an ad, rent a list, dash
  off a press release fix your service.
• -Selling the Invisible, Harry Beckwith

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What Makes Service Challenging?

• As products become more alike, service becomes
  more important
• Service is dependent upon imperfect humans
  delivering it!

• Selling the Invisible, Harry Beckwith

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What Makes Service Challenging?

• Many processes make up a service, making it easy
  for one part to break down
• People take service breakdowns personally
• Selling the Invisible, Harry Beckwith

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Why Customers Quit

• 3 percent move away
• 5 percent develop other friendships
• 9 percent leave for competitive reasons
• 14 percent are dissatisfied with the product
• 68 percent quit because of an attitude of
  indifference toward the customer by the owner,
  manager, or some employee
• From How to Win Customers Keep Them For Life,
  Michael LeBoeuf, Ph.D.

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Losing Customers Cost Us Money!

• Customer loyalty is in most cases worth ten times
  the price of a single purchase
• A typical business hears from only 4 percent of
  its dissatisfied customers. The other 96 percent
  just quietly go away and 91 percent will never
  come back.
• From How to Win Customers Keep Them For Life,
  Michael LeBoeuf, Ph.D.

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Making Sure Christ is Apparent in Christian
Service!

• They asked her, Woman, why are you crying?
• They have taken my Lord away, she said, and I
  dont know where they have put him. -John 2013
  (NIV)

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The High Calling of Service in Ministry

• We represent Christ
• We may be the only Bible people see
• We can influence peoples perception of
  Christianity
• Donors have higher expectations than customers of
  secular businesses
• We can follow Christs example by demonstrating
  that people matter

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Three Essential Elements for Creating a Service
Culture

• Develop a service vision.
• Inspire learning at every level of your ministry.
• Align your systems to support your service
  culture.

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Vision

• How do we describe ourselves in the future?

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Vision of Service

• Vision A clear, compelling, magnetic and
  galvanizing mental picture of a desired future
  state.
• It tells a compelling story of the future.
• It is an image that EVERYONE enthusiastically
  embraces.
• It is an image that matters to everybody.
• It is something that each of us can live every

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• How will our customers see us act 3 years from
  now?
• How will the people we contact throughout the day
  be treated?

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• Galatians 513
• You, my brothers, were called to be free. But
  do not use your freedom to indulge the sinful
  nature rather, serve one another in love. NIV

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Core Values

• Demonstrating the love of Jesus Christ Teamwork
  Faithfulness Effectiveness Growth Respect
  Loyalty Recognition Appreciation Dignity
  Trust Excellence
• Integrity.

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Critical concepts

• Trust
• Integrity
• Respect
• Communication
• Encouragement

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Core Statements

• We are expected to contribute mightily.
• We are a joyous, unified diversity.
• We are responsible and accountable.
• We are resourceful and adventurous.
• We will protect our colleagues and our public.
• We will take delight in delighting others.

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Vision

• At Seattles Union Gospel Mission, we seek to
• enrich every encounter

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Vision

• A compelling mental IMAGE

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Impact of what YOU are doing!

• 2003 was a year of miracles!
• Herb Pfiffner, Executive Director Seattles
  Union Gospel Mission
• 423,809 meals were served
• 115 293 safe overnight stays
• 17,941 counseling sessions
• 93 men and women completed recovery
  training/study programs
• 107 families and 157 single women were given
  shelter and care

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Impact of what YOU are doing!

• People might not have the chance to read Gods
  word in their native tongue
• Thousands of people would not be receiving clean
  water, food, and education
• People would not be receiving the hope and
  strength from Gods word and His people
• From The American Bible Society

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Impact of what YOU are doing!

• Offers the dual product of salvation and
  service for over 127 years
• 33 million people received help in 2004
• Salvation army disaster response teams on call
  to help people at all disasters
• Service areas include social services, casework
  and counseling, youth, rehabilitation, senior
  centers, and holiday programs
• From The Salvation Army

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Inspire Learning at every Level

• Mandatory learning sessions kicked off by
  Executive Director
• Needs assessment, Interviews, observations so
  training tied to needs
• Ministry newsletters
• Team communication styles training
• Yearly surveys
• Co-facilitation with leadership
• Library (on-line and physical)

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Communication Styles

• Initial learning in service training sessions
• All leadership take the assessment and engage in
  a 3 hour retreat
• Individual teams take assessments and engage in a
  team training

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Behavioral Styles
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Align your Systems

• Vision
• Standards
• Recognition Program
• Measurement
• Feedback (internal and external)

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We choose to Enrich Every Encounter because we
C.A.R.E.

• Committed
• Attentive
• Responsive
• Excellent

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We choose to Enrich Every Encounter because we
C.A.R.E.

• Committed -
• We are called by God and share His passion for
  service.
• Prayer. Honor. Integrity. Accountability.
  Stewardship.

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We choose to Enrich Every Encounter because we
C.A.R.E.

• Attentive -
• We look out for the needs and concerns of others
  in our community.
• Thoughtful. Genuine. Caring. Courteous. Honest.
  Transparent. Aware. Suggest Implement
  Improvements

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We choose to Enrich Every Encounter because we
C.A.R.E.

• Responsive -
• We are responsible for providing effective
  results.
• Own each interaction. Follow through. Go the
  extra mile. Give and accept feedback. Make and
  keep promises.

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We choose to Enrich Every Encounter because we
C.A.R.E.

• Excellent -We strive to continuously exceed
  expectations.
• Seek quality. Acquire knowledge. The best and
  highest use out of everything. Become an expert.
  Share knowledge.

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Reward Your Service-Minded Staff!
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Recognition Program

• Our true motive were serving the Lord
• Whatever you do, work at it with all your
  heart, as working for the Lord, not for men,
  since you know that you will receive an
  inheritance from the Lord as a reward.
  (Colossians 323-24)

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Recognition Program

• HOWEVER, encouraging each other, especially to do
  good, is Biblical
• And let us consider how we may spur one another
  on toward love and good deedslet us encourage
  one another (Hebrews 1024-25)

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SERVANT AWARD

• What does the program do?
• Does not replace what employees is already do
• Just provides a consistent and easy method
• Allows Mission as an organization to reward
  excellence

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SERVANT AWARD

• Something for everyone
• Physical touch
• Gifts
• Affirming words
• Quality time
• Acts of service
• (from Five Love Languages by Gary Smalley)

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SERVANT AWARD

• When should Servant Awards be given?
• To recognize service ABOVE AND BEYOND the
  customer service standards
• When you observe or receive excellent service
  first-hand service
• Close in time to the act to the occasion that
  prompted the Servant Award

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Internal Feedback

• Internal Climate Survey A tool to allow
  employees to share their feedback concerning
  their experience at the Seattles Union Gospel
  Mission
• Internal Department Survey A survey created by
  each department that will enable departments and
  customers to provide feedback

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External Feedback

• All Forms to use the same rating system
• Feedback forms will have four sections related to
  our standards of customer C.A.R.E.

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Measurement

• Measure the entire customer service imitative
  (What has happened since the initiative launched
  in 2004?)
• Measure employees and leaders service
  performance performance expectations

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Measurement

• Objective
• Consistent
• Aligned with the vision and standards
• Not complex

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Measurement

• The Best Places to Work and Customer Service
  Surveys has helped in providing useful data
• Climate surveys
• Focus groups gather a small group of customers
  and ask about their problems and expectations
• Investing in complaints do your best to
  encourage people to complain and list the issues
  they complain about
• Open-ended questions on customer comment cards
  and in customer interview surveys
• Visits to customers

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Impact on Inside-Out

• The most exciting thing Ive personally observed
  at the Mission as it relates to the EEE
  initiative is reading the SERVANT Award cards and
  seeing how someone went above and beyond in order
  to help and serve another staff member.
• - Julie Hong, Director of Human Resources,
  Seattles Union Gospel Mission

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Moments of Truth

• Everyone is trying to accomplish something big,
  not realizing that life is made up of little
  things.
• -Frank A. Clark

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The Butterfly Effect

• Small efforts can product tremendous results!
  (Selling the Invisible, Harry Beckwith)
• But thanks be to God, who always leads us in
  triumphal procession in Christ and through us
  spreads everywhere the fragrance of the knowledge
  of Him.
• 2nd Corinthians 214 (NIV)

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After this session, you will be able to

• Identify the importance of integrating an
  inside-out approach to service excellence by
  serving your most critical customer base your
  staff
• Recognize how one service interaction can
  translate to thousands of dollars of ministry
  funding
• Discover service strategies to build customer
  champions and a service culture in your own
  ministry