Commitment to Always Up the Service
Consider Kaufman’s framework—the Six Levels of Service. Coupling his pointers with an engaging demonstration, he explained to the Lead-In crowd the dos and don'ts of service delivery.
He pointed out that a business that delivers criminal, basic, or even expected services is forging its future downwards. What more can a company anticipate if its culture has made a habit of breaking promises, giving its bare minimum, or simply aiming for industry standards?
An excellent service provider directs its efforts to achieving what is desirable (providing customers with what they like), surprising (creating value that is unexpected), and unbelievable (astonishing clients with a blow-me-away kind of service).
Of course, companies do not always have to deliver unbelievable services. Aside from the fact that it involves higher operating expenses, it is important to note that these Six Levels of Service are not steps, but rather a downward escalator. Kaufman illustrated further by saying that a service can only be unbelievable once. Afterwards, it just becomes surprising, which then turns into an expectation and so on.
Therefore, companies cannot rest on their laurels. Providing excellent service is a continuous commitment to taking the next step upward in creating value, especially in an era where customers are empowered by digital transformation.
Transformation Through Service
With these key points in mind, how can an enterprise give its culture the jolt it needs?
The answer: putting customers first, acting with integrity, caring like an owner, and working together to make a difference—all of which make Globe’s culture possible.
Apart from taking the time to understand what customers value the most, the company also encourages a service-oriented mindset among its internal teams through collaborative tools, trainings and workshops, leadership roles, and opportunities to work with people who empower them to create a Globe of Good.
Sparking a Sustainable Revolution
At Globe Business, we believe that culture is an essential part of value creation, but more importantly, sparking a cultural transformation is the next step to going beyond a company’s purpose. When businesses create environments that inspire great service, they are able to touch more lives.
As leaders tap into the power of culture in their organizations, there is no question that a powerful change in an organization’s dynamics does not just empower the workforce to go beyond business goals—it helps them achieve the excellence needed to stand out in today’s fast-paced digital world.
After all, a transformed culture is where it all starts. Company cultures that embrace change, leadership, and innovation, open themselves up to bigger things ahead. They become a company that goes beyond business, paving the way to building a better nation, and creating better lives for every Filipino for the years to come.