1. - Pillars of Success - “Superb Customer Service Doesn’t Just Happen”

2. What Drives Performance?

4. Relational Coordination Task Tension People Tension

5. Relational Coordination Task Tension People Tension

6. What Drives Performance?

7. Culture Cycles Startup GrowthMaturityDeclineChange Learning Culture Let’s not lose our edge! Can we learn our way to the next level? Learning Culture Let’s not lose our edge! Can we learn our way to the next level? Startup Culture Risk-Taking Startup Culture Risk-Taking Growth Culture Building Recruiting Managing Growth Culture Building Recruiting Managing Innovation Culture Captive Customers New Ideas? New strategy? What’s next? Innovation Culture Captive Customers New Ideas? New strategy? What’s next? A Change Culture

8. What Drives Performance?

9. Southwest Airlines Vision The vision of Southwest Airlines …is dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and Company Spirit. To Our Employees We are committed to provide our Employees a stable work environment with equal opportunity for learning and personal growth. Creativity and innovation are encouraged for improving the effectiveness of Southwest Airlines. Above all, Employees will be provided the same concern, respect, and caring attitude within the organization that they are expected to share externally with every Southwest Customer.

10. CUSTOMER Customer Defined Service EXECUTIVE Manager Director Executive Executive BOD BOD Supervisor

11. Customer Service Focus Southwest Airlines is a customer service company that happens to be in the transportation business. The level of service you give externally will only be as good as the level you give internally.

12. Creating Value FIXED, ABSOLUTE, AND EASILY MEASURED VARIABLE, RELEVANT, SUBJECTIVE If you were “King/Queen” for a day, what is the one thing that you would change to distinguish your organization as the ultimate customer service provider? Cost Distinction Relationships

13. Relational Coordination What you show the outside world, your talents, gifts and preferences. What‘s underneath, the mistakes you have made and the skills that are less developed. Things that you do not feel comfortable showing the outside world.

14. Appreciating Differences External Just Do It “Whatever” Routine “Gut” Reaction High Attention Internal ENERGY WORK STYLE GATHER & DECIDE DETAILS Analyze

15. The Customer Service Trap Values Perception Behavior Intentions

16. What People Notice “The 4 Minute Sell” - Research by Janet Elsea Gender Age Appearance Facial Expression Eye Contact Body Movement Personal Space Touch

17. Accountability 0%100% 0% Responsibility Empowerment/Influence Victim/Blame

18. Victim Mentality at Work

19. Accountability 0%100% 0% Responsibility Victim/Blame Owner/Control Freedom/Success Empowerment/Influence

20. “TEAM” Model (Rely on) (Strengths & Abilities) (Commitment) (Accountability) easurement rust xpertise lignment

21. Team Motivation Task People Team Motivation Relationship Buy-in Motivation Expertise Trust Alignment Commitment Measurement Accountability

22. Team Alignment

23. Connect with Jason Young Phone:(877) 995-2273 Email:jyoung@leadsmart.com Web:www.culturetopia.com Twitter:@Culturetopia Thank You!