1. Leading a 5-Star Service Team
Presented by: Dr. Bryan K. Williams, D.M.

2. Objectives What we will cover: Clearly define “World-Class Service"
5-star leadership mindset
Leading vs Managing a Service Team

3. There are many employees who want to work for a leader who has high expectations and believes in them.
Tale of two McDonald’s
Student IQ

4. Phases of Cultural Engagement
Passionate Advocacy
Cultural Experience
Utilize and Internalize
Emotional & Personal
“Living It” Phase
Degree of Support for Change
Ready to Promote
Personalize
Ready to Defend
Superficial
“Believing It” Phase
Acceptance
Understanding
Awareness
Conceptual
“Hearing It” Phase
Contact
Time

5. Leading
VS.
Managing

6. “An effective leader may also be competitive, achievement-oriented, and a good coach…it’s just that those qualities don’t make a leader. He is a leader if, and only if, he is able to rally others to the better future he sees.”
-Marcus Buckingham

7. Levels of Leadership Influence
People Development
(People follow you because of what you have done for them)
Production
(People follow you because of your reputation for success)
Persuasion
(People follow you because they want to)
Position
(People follow you because they have to)

8. Great Managing

9. Primary Causes for Low Performance
Poor or Insufficient Performance Feedback
60%
High Individual Stress Levels
40%
No Performance Standards
39%
Lack of Clear Individual Goals
37%
Reward Not Performance Based
31%
Poor Performance Rewarded
31%
No Career Planning
28%
Fear of Failure or Punishment
23%
Inability to Envision Successful Outcomes
22%
Lack of or Poor Company-Sponsored Training
17%
Inability to Concentrate on Task at Hand
14%
Low Worker Self-Esteem 9%
Low Compensation 8% 0%
10%
20%
30%
40%
50%
60%
70%

10. Constructive Feedback The Ritz-Carlton, St. Thomas
PBX
The Ritz-Carlton, St. Thomas

11. List the ways recognition is provided in your organization ___________
When it comes to recognition,
INDIVIDUALIZATION IS KEY!

12. The People Processes How well do you know your team?
To individualize recognition, ask your employees questions like these:
By what name do you like to be called?
What are your “hot buttons” –hobbies or interests you like to talk about a lot?
From whom do you most like to receive recognition or praise?
What type of recognition or praise do you like best? Do you like public, private, written, verbal, or other kinds of recognition?
What form of recognition motivates you the most? Do you like gift certificates, a title for winning a competition, a meaningful note or , or something else?
What is the greatest recognition you have ever received?
How well do you know your team?

13. Managing “Living It” Employees
B.Williams Enterprise
Involve Them
Managing “Living It” Employees
Identify Them
Re-hire Them
Download “Building a Team of ‘Living It’ Employees” from

14. Non-negotiables:
They always maintain high expectations of the service they expect to see.
They always believe that each person on their team knows that they are a critical part of delivering the service experience.
They never allow/tolerate less than 100% effort.
They talk about “excellence” everyday.

15. Non-negotiables: They reward excellent performance on a regular basis.
They are always an integral part of the on-boarding process.
They ensure that the purpose of the role is communicated during the on-boarding process.
They continuously invest in employee development.

16. Non-negotiables:
Mandate that internal service excellence equals external service excellence.
Make sure that everyone is fully aware of their benefits.
Work alongside team members when needed.

17. Be Exceptional
“If a man is called to be a street sweeper, he should sweep streets even as Michelangelo painted, or Beethoven composed music, or Shakespeare wrote poetry. He should sweep streets so well that all the hosts of heaven and earth will pause to say, here lived a great street sweeper who did his job well.”
--Dr. Martin Luther King, Jr.

18. B.Williams Enterprise, LLC
___________
Work Like You Own It!