Tag Archives: Organizational Health

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The Enemy Within: Internal Customer Service Impacts Growth

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A shared vision impacts teamwork, service and growth

This is the second post in a three part series about customer service.  The first post asked the question, “Can great customer service be taught to anyone?”

This post examines the need for people at every level of an organization to share a vision and view each other as their customer:

  • Have you ever needed something from a co-worker in order to do your job but encountered red-tape or bad attitudes?
  • Have you ever gone in search of answers about data that was required for a critical report only to be passed from person to person and from department to department, finding that no one would provide a straight answer let alone take ownership?
  • Have you ever sat through a meeting where it was more important to point fingers and place blame than it was to look for solutions?
  • Has your organization ever laid anyone off because it wasn’t generating enough revenue, and you know that you know, that you know; that the biggest challenges they are facing weren’t created “out there”  it was created by the silos, politics and turf wars within the organization?
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Looking Back: 7 Times You Should and 7 Times You Should Not

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As I drove into the driveway, I noticed something in the window of the garage door.

When I drove in and closed the door, I realized that the “something” was the largest butterfly I’d ever seen.

He was pressed against the glass looking back at the world he had come from, and although he could see it, he could not touch it.  (It is important to note that this was a “Louisiana garage” – a carport with a roof and a garage door on the front, a wall on one side, a fence and open skies on the other side, a covered walkway and more open skies on the rear.)

This butterfly was so focused on looking back that he did not realize that the open air was just beside him and he could fly away at anytime.

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Employee Engagement | Banging Pans and Throwing Fish in Corporate America

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Increasing Joy at Work Increases Employee Engagement

One evening several summers ago, my husband and I (who don’t have children of our own) were at a playground with my six and seven-year-old niece and nephew.  They took me to the highest part of a fort and told me that I was the princess, they were my guards, and that my husband was “the bad guy.”  I was instructed to stay in the tower and they would protect me!  In the moments that followed, my husband and I were transported back to a world we have nearly forgotten.

As I found myself savoring each second of that evening, I also found myself wondering why we don’t visit that world more often.

The entire experience made me think about the Disney Movie, Monsters, Inc., a movie about Monsters that power their world by capturing the energy in a child’s scream.  Through a series of events they discover that a child’s laugh produces much more energy than a scream.  …Ultimately transforming their entire world.  Do you see the connection to the workplace?  

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Have You Shared Your Vision With Your Team?

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I was a new middle manager on my first trip across the country to the Corporate Office and was seated in the Executive Boardroom for a meeting.  As we were preparing to take a short break, the CEO leaned across the table and asked me, 

“Chery, have you shared your vision with your team?”

I gulped and my mind raced…  Oh no!  I’m supposed to have one of those?  (My mind quickly visualized the formal vision statements that are printed and hung on the wall for all to see.)  As I exited the boardroom, I wandered down the hallway wondering what a vision was and how to get one FAST!

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Real Leaders Challenge The Status Quo

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Real leaders lift others up and challenge the status quo:

  • For the good of their employees.
  • For the good of their customers.
  • For the good of their organization.
  • For the good of their neighbors.
  • For the good of their community.
  • For the good of their country.
  • For the good of their world.

They don’t wait for a title to lead.

They use what they have, right where they are to make a difference!