While selecting this photo from my voluminous iPhone photo library, i mistook it for Glacier’s Continental Divide profile from far away. After adding it and starting this post, realized it’s my backyard tree line from our roof. Context, focus, and randomness all work together for a greater good.
The satisfaction from risk taking dwarfs the satisfaction from waiting and doing nothing.
dad
Customers:
Solicit ‘extra-inch’ culture story from each cabinet member weekly. * copy me 08.19.22
Share one ‘extra-inch’ culture story in every town hall mtg
Have someone compile every ‘extra-inch’ culture story (copy me 08.19.22)
Create ‘extra-inch’ culture stories viewing area (use multiple, diverse, redundant methods) (copy me 08.9.22)
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This website is about our SPIRIT. To enjoy today’s post about our WORK, click here.
Disney Customer Service basic, “Make eye contact and smile.”
Disney’s Seven Service Guidelines (circa 1990’s)
Spiritually out of office alert…
Assuming we have agreed our out-of-office alerts have ample opportunity for helpful details, let’s proceed farther.
What opportunities remain for going the extra inch in simple, scalable, out-of-office alerts?
Look no farther than the Employee Pillar.
History, customs, icons, values.
Can the way you craft your enterprise-wide out of office alerts embed cultural DNA?
Assuming yes, what is the low-hanging fruit?
The lamp?
“Pure Nursing”?
Galen’s colors?
Other taglines, words, images, quotes, history, values?
Our journey to understand how seemingly insignificant, robotic (even dogmatic) our out-of-office alerts are, suddenly, we see small details — important Galen details — that add Galen ‘Magic’ to the customer’s experience.
All this opportunity to surprise and delight, and it’s coming from a seemingly insignificant OOO alert.
Wow!
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This website is about our SPIRIT. To enjoy today’s post about our WORK, click here.
How to execute next steps to convert theory into reality.
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Big picture involvement:
Five foundational ownership tracts; 19 total blueprints.
One owner of everything, the CEO.
Up to ten Champions selected from CEO Cabinet; two Champions for each of the five ownership tracts (Leaders, Employees, Customers, Reputation, Improve). Some Cabinet members may be responsible for two ownership tracts.
Ten assistant champions selected from your best, most passionate leaders in Human Resources, Labor Relations, Employee Relations, Compliance, Employment, Marketing, Public Relations, Communications. Assistant Champions should only focus on one ownership tract.
From 15-30 advocate teams selected from every employee, at every level, in every department. This is three to five team advocates per ownership tract.
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Owner
CEO
Champions
C-Level Executive (always have two, to solve for unexpected absences)
Provides vision, inspiration, commitment
Assistant Champions
Cross-functional pair from Human Resources, Labor Relations, Employee Relations, Compliance, Employment, Marketing, Public Relations, Communications.
Always have two, to solve for unexpected absences
Provides involvement, accountability, commitment
For unexpected absences, always be grooming the replacement from the Advocate Team.
Advocate Teams
Created from any employee, at any level, in every department
3-6 total per team recommended
Cross-functional
Provides energy, enthusiasm, effort, commitment
Final blueprint
Create action steps
Review, organize notes
Create plan
Discuss
Summarize
Create final blueprint
Present to CEO and Cabinet
Develop and deliver campaign
Goals/deliverables
Assign roles
Timeline
Accountability
Misc
Manage project scope creep
Prepare contingency plans for project disruptions
Always be grooming replacement/succession
Continuous Improvement
Manage health of all teams
Grow team bench
Measure
Celebrate
Share
Historian documents growth, change, transformation
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This website is about our SPIRIT. To enjoy today’s post about our WORK, click here.
