1. “The World Class Journey”
Making Your Business “World Class”
Tom Hart
5/27/2010

2. 9/21/2018
(c) 2009 Tom Hart 2

3. Let’s Talk About Your Job

4. Your Job
"Think enthusiastically about everything, but especially about your job. If you do so, you'll put a touch of glory in your life. If you love your job with enthusiasm, you'll shake it to pieces."
---Norman Vincent Peale

5. “The World Class Journey”
“A Journey of a Thousand Miles
Begins With a Single Step”
Chinese Proverb

6. The World Class Journey
Your Journey
The World Class Journey
You Start a New Job
Every-day

7. A Place A Time Or It’s a Funny Thing About Life:
If you refuse to accept anything but the best,
you often get it.
---W. Somerset Maugham

8. The Place To be a “World Class Organization”
"All of our dreams can come true….
if we have the courage to pursue them!"
---Walt Disney

9. What is a World Class Business or Organization?
You see it
You hear it
You feel it
You just know it is “World Class”

10. What is a World Class Organization?
The “Best of the Best”

11. Characteristics of World Class Organizations?
Attention to details
Customer focused
Consistency and Quality
Unique culture
Team focus
“Wow” factors
and excitement
Instills confidence
Esprit de corps

12. Characteristics of World Class Organizations?
Value driven
Mission focused
Professionalism
Pride
Caring
Creative
Takes care of their employees and facilities

13. Different Criteria to be “World Class”
Verna’s Cafe
Vs.
Del Frisco’s

14. Different Businesses Have Different Criteria to be “WC”
Verna’s Café
Cheap
Simple Food
Paper Napkins
Average Service
Simple but Clean
“Wow” Pies
Consistent
Del Frisco’s
Expensive
Gourmet Food
Cloth Napkins
Extreme Service
Beautifully Decorated
“Wow’ Steaks
Consistent

15. You Must Exceed Your Customer’s Expectations

16. Why Be a World Class Organization
“Cuz it is right”
To be the best
To be in business for the long haul
For pride
For the employees & customers
For better profits (the bottom line )
To provide better services for your customers
For the thrill of the competition

17. How to Get There

18. “The World Class Journey”
Eight Stops

19. “The World Class Journey” Stop #1
Establish a clear mission and foundation
“Where ever you choose to go,
go there with all your heart!”
Mac Anderson

20. What are Your Mission Statements, Slogans and Values?”

21. Your Mission
On target
Short
Concise
To the point
Easy to remember

22. Your Core Values Your Foundation What you believe in
What you want to be known for
What you want to base your decisions on
What you expect your employees to buy into
Your foundation

23. “The World Class Journey” Stop #2
Embark on finding, training and aligning the right team

24. “The World Class Journey”
The World Class Journey…is about Passion
“If you can’t get emotional about what you believe in your heart, you’re in the wrong business.”
Vince Lombardi

25. “The World Class Journey”
Employ vigorous training
“Training is the catalyst in developing the TEAM!”
Rick Herold

26. Empowerment

27. “The World Class Journey” Stop #3
Encourage dreaming
“To get what we’ve never had, we must do what we’ve never done”

28. “Great dreams can’t come true unless someone has a great dream”
---Henry Sayle

29. Your Image

30. “The World Class Journey” Stop #4
Employ planning, systems and detail checks
“Attention to Detail”

32. Take Care of The Basics

33. Set Examples!
Emerson said “What you do thunders above your head so loud, I can not hear the words you say”

34. “The World Class Journey” Stop #5
Expect X-Treme Service and quality
“Aim for service and success will follow”
---Albert Schweitzer

35. Good news and bad news….
Service

36. “The World Class Journey”
Ravings Fans
Ken Blanchard and Sheldon Bowles
Inside the Magic Kingdom
Tom Connellan
SimpleTruths.com
212 Degrees
Sam Parker & Mac Anderson
FISH
Good to Great
Jim Collins

37. Good News and Bad News
Ken Blanchard & Sheldon Bowles, stated in their book Raving Fans, “Your customers are only satisfied because their expectations are so low and because no one else is doing better. Just having satisfied customers isn’t good enough anymore. If you really want a booming business, you have to create Raving Fans.”

38. Raving Fans What is a Raving Fan How to create Raving Fans
A customer who is so happy with the city that they tell people about it
How to create Raving Fans
Deliver such outstanding service, above expectations, that the customer raves about the experience

39. “ W o w ”

40. What Are the Characteristics of “World Class Service?”

41. Our Service = World Class Service – “Whatever It Takes”
Characteristics
Aggressively Friendly and Enthusiastic
Intuitive
Timely
Detailed
Consistent
Caring
Respectful
Knowledgeable
Empowered
Personal
Creates Confidence
Delivered with an attitude, “a great attitude”

42. Basic Standards of “World Class Service”
Customers should be made to feel welcome and special
Customers’ expectations should be met or exceeded
Customers should receive a smile, eye contact and their name used
Customers should get 110% of the employees’ attention
Customers should be served by employees that honestly care and want to help

43. Basic Standards of “World Class Service”
Customers should receive service that is aggressively friendly
Customers should get service that is quality
Customers should receive service that is consistent
Customers should receive service that creates confidence
Customers should feel they are in a fun and professional environment
Customers should receive service that is intuitive

44. Basic Standards of “World Class Service”
Customers should receive service backed up by systems
Employees should be empowered to serve the customers
Customers should be listened to
Customers should be communicated with
Damage recovery should be practiced and expected
Customers should get an entire team
Customers should experience an organization run with values

45. Basic Standards of “World Class Service”
Customers should receive service that is timely
Customers should receive service that is personal
Employees should be trained
Employees should be recognized and rewarded
Customers and employees should be treated with respect

46. What To Do With Theses Standards
Teach these actions
Implement these actions
Expect these actions
Recognize and reward these actions

47. Internal customers should be treated just as external customers!
World Class Service
Internal customers should be treated just as external customers!

48. Do not loose a $2000 customer over a $3 issue !

49. Damage Recovery
Stuff Happens

50. “The World Class Journey”
Great Service Inspires Stories
“We do not remember days…
we remember moments in our lives” ---Unknown
“Manage the experience”

51. “The World Class Journey” Stop #6
Execute great communications and marketing

52. “The World Class Journey” Stop #7
Evaluate constantly and solicit feedback

53. Solicit Input Comment Cards

54. Focus Groups

55. Solicit Input Citizen Surveys

56. Solicit Input Newsletter and Newspaper Ad

57. “The World Class Journey” Stop #8
Enjoy and Celebrate – create a “World Class Service Culture”

58. What words would describe the organizational culture you would like your organization to be known for?

59. Create a “World Class Culture”
Professional
Value Based
Mission focused
Team Focused
Fun
Empowered
Open to new ideas
Ability to make a mistake
Caring
Entrepreneurial
Service Driven
Passionate
Innovative
Creative
Exciting

60. Appreciation
“Appreciation is a Wonderful Thing: It makes what is excellent in others belong to us as well.”
Voltaire

61. The FISH Philosophy
Play
Make Their Day
Be There
Choose Your Attitude

62. Put message on everything
Spread the Word
Put message on everything
Business cards Performance Reviews
Letterhead Annual calendar
Newsletters Brochures
Websites Annual report
TV channel Advertising
Certificates Memos
Proclamations Job applications

63. Recognize and Reward Thank You Cards

64. Recognize and Reward Coupon Books

65. Recognize and Reward Certificates

66. “The World Class Journey”
Eight Key Stops in Your World Class Journey
Establish mission and foundation
Embark on finding, training and aligning the right team
Encourage dreaming
Employ planning, systems and detail checks
Expect X-treme service and quality
Execute great communication and marketing
Evaluate constantly
Enjoy and celebrate – create a “world class culture”

67. “The World Class Journey” Stop #9
What Now – Go Back to Stop #1
Start
Over

68. Which Path Will You Take?
Time
Place