Category: Disney Customer Service book

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Newton’s Law of Gravitational Culture.

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Gravity is a law, not a theory.

An intentional customer service culture versus an unintentional customer service culture is a theory.

A theory that is, for all practical business purposes, as valid as the law of gravity.

On Earth, gravity is unmistakable.

Gravity is also irrefutable.

Without gravity, Earth would be chaos compared to how we currently know it.

A science fiction movie like we’ve never seen.

Here’s why i told you that.

Culture is like that too.

An unhealthy, unfocused customer service culture creates unlimited chaos for leaders, employees, customers, financials, business excellence, as well as creativity and innovation.

When a corporate customer service culture is architected with the equivalent of construction blueprints, the results are extraordinary.

Another simple analogy…

What would happen to a person who has neglected the seven basic wellness tactics: cardio, strength, core, flexibility, nutrition, rest, motivation?

What would happen if all seven were managed well?

It’s the stunning difference between thriving versus surviving.

Given the choice, none of us would pick surviving.

So, back to your customer service culture.

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This website is about our SPIRIT. To enjoy today’s post about our WORK, click here.

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Newton’s Law of Culture In Motion.

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A culture in motion tends to stay in motion.

We can say this with confidence, every company has a culture.

And every culture has motion.

Focused motion, a culture by design.

Unfocused motion, a culture by default.

Building a culture worth defending is the most important long-term priority for a business owner and CEO.

And if it’s not, it should be.

Here’s an easy way to see the obvious yet often invisible.

Compare the organizational benefit to building a personal wellness and personal vibrancy lifestyle.

All able-bodied adults know personal health is important. How many actually live like they believe it – as if their life depends on it?

Five percent?

Less?

Now apply this analogy back to organizational health.

How many CEO’s make cultural vibrancy their number one long-term priority?

Like physical wellness, corporate Customer Service culture must be a daily focus.

Well, it doesn’t need to be a daily focus, just like regular exercise, balanced nutrition, and adequate rest don’t need to be a daily focus.

We reap what we sow.

As surely as gravity keeps us grounded on Earth.

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This website is about our SPIRIT. To enjoy today’s post about our WORK, click here.

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Not until it’s something everyone wants to defend.

If you’re the business owner or co-owner, you’re either  the CEO, on the Cabinet, a silent partner.

Your stakes are as high as they get.

Owner.

You own the business.

You’ll defend it with every fiber in your mind, body, and spirit.

Right?

Now imagine you’re not the owner.

How invested are you in the issues, the challenges, the opportunities, and, the problems?

Not very.

Why should you be?

Do the math, what if 99.9% of your employees (at all levels) would be willing to walk away if times got too tough?

Do the math a second time. What if 99.9% of your employees (at all levels) would NOT be willing to walk away if times got too tough?

A striking difference to be sure.

Why wouldn’t they abandon ship?

Because they believe in what you do in such an unexplainable (and wonderful) way that they can’t imagine doing anything but protecting your Customer Service culture, your Customer Service brand.

Why?

Because your Customer Service brand is a huge part of their personal brand.

It’s in their DNA to be on the (your) mission that makes the world a better place.

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This website is about our SPIRIT. To enjoy today’s post about our WORK, click here.

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It’s a customer service trap

The waiting.

The doing nothing.

It’s a customer service trap.

We’re caught in this profound, literally hopeless dilemma.

So we entertain, distract, and medicate ourselves to make it through another day.

Wait.

Step back from your daily routine and elevate yourself high enough to look down and see the whole show – to see what you never see.

You’re too close to see it.

But if you were an experienced business advisor and executive coach, you’d see it easily and clearly.

Here’s the good news, the fear you feel from a brutally honest assessment is the catalyst you need – a glorious gift – to rethink your situation.

It’s important to level set the premise here: You have to find your own motivation to invest the time and effort to .think differently and begin to .do .differently

Otherwise, the next sentence will go in one ear and out the other.

From deep and personal rethinking, you will evaluate your priorities. Odds are good you have the right priorities, however, odds are high your priorities need some reshuffling. This reprioritization is the key to unlocking an intentional future.

Try that on for size: Intentional future.

Imagine how easy it is to recommit to your future with the recalibrated set of customer service priorities.

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This website is about our SPIRIT. To enjoy today’s post about our WORK, click here.

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Confused by abundance and easy access?

We can access all the customer service information in the world.

At anytime, from anywhere.

The cost?

Free.

So why are we stuck?

Why are we still battling the whack-a-mole reality?

Sound familiar: Your day is filled with one pressing operational issue after another. Most of it is stuff that wasn’t on your calendar.

Here’s why.

We are desperately in over our heads and unwilling to publicly admit our lives (professionally and personally) are taking a toll on our customer service effectiveness (and, by the way, on our health).

The antidote?

A better set of customer service blueprints to build a better, healthier service culture.

Your next step is to identify several world-class organizational culture architects and hire the best fit.

Wait, i get it, you’re in charge and you don’t need to do anything you don’t want to, especially when the price is high.

Waiting and doing nothing are the twin siblings of organizational (and personal) decline.

Let that sink in.

Okay, the ball is in your court.

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This website is about our SPIRIT. To enjoy today’s post about our WORK, click here.