Customer Service is
our #1 goal!
Seriously. What did you
hear?
Les Russell
Vice President
Human Resources
The Paradies Shops
Klatuu barada nikto
2009
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Best Airport Retailer – 14 Years
„
Retailer With Highest Regard for
Customer Service – 13 Years
First Class Benefits
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Medical, Dental, Vision, Life & Disability
Insurance
Single Parent Household - $89.00/Month
Employee Assistance Program
Whole Life Insurance
Critical Care Insurance
Health Savings Account
Flexible Spending Account
Adoption Assistance
Education Award - $2,000 Graduate/Post
Paid Vacation (After 90 Days)
Personal Days (After 6 Months)
Sick Days
Sick Days for Dependent FMLA
Vacation Bank
Seven Paid Holidays
Prescription Drug Card and Mail Order
Birthday Card from the President
Associate Appreciation Days
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Comprehensive First Class Service Training
Opportunities for Advancement
Annual Reviews
Merchandise Discounts
Free Uniforms/Free Parking
Flexible Schedules
Credit Union
VISA Cash Pay Card
Direct Deposit
Bank of America Group Banking
Matching 401K
AAA Auto Club
Pet Insurance
Computer Purchase Program
Weight Watchers Company Program
Domestic Partner Benefits
Global Fit Fitness Benefits
Hire for Passion
Train for Skill
Two Important Truths
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Anybody can sell a t-shirt, a bottle
of water or a newspaper. They are
all commodities. The only thing
that differentiates the seller is the
service.
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Anybody can offer a job, the only
thing that differentiates is the
culture.
Mission Statement
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To maintain First Class standards
which exceed the expectations of
the traveling public and the
business partners that we serve
Get good people
and expect
them to perform.
Terminate
them quickly
and fairly if you
make the wrong choice
- J Marriott
Hire for Passion
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If you hire right and you hire the
right people, then your job is to get
the hell out of the way.
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They can do whatever it is that you
haven’t even imagined yet.
Just Numbers
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2080
40
83200
3466
9.5
Potential
Reaching Potential
Personal
Personal Capability
Capability
-- Minimum
Minimum Responsibility
Responsibility
Discretionary
Discretionary Effort
Effort
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Create a Bond, means a lot
‹What
did you do before
this job?
‹How did you get here?
‹What accomplishment are
proudest of?
‹$25 Million?
Important Reads
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Tom Peters
‹ In Search of Excellence
‹ The Circle of Innovation
‹ The Brand You 50
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Edgar Schein
‹ Organizational Culture and Leadership
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Jim Collins
‹ Good to Great
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Steven Covey
‹ Seven Habits of Highly Effective People
‹ Principle Centered Leadership
How do you feel about
air travel?
„
You don’t have any control
„
Never know what to expect
Four Stages of a Customer Lifecycle at your Neighborhood
Airport
HELL
Chapters
I and II
How do you feel about
air travel?
From:
To:
Subject:
Date:
Automated@newegg.com
lesrussell@yahoo.com
Your Newegg.com Invoice# 9783596
Thu, 3 Mar 03:39:32 -0800
CDBABY.COM
Date:
To:
Subject:
From:
Mon, 5 Jun 12:34:57 -0700 (PDT)
lesrussell@yahoo.com
CD Baby Order #1331610 - CONFIRMATION
CD Baby loves Les <orders@cdbaby.com>
Les - Thanks for your order with CD Baby! This is just a
happy automated email to let you know a real person will
email you as soon as your package is sent, and you will
also receive a paper receipt with your order in the mail.
Please save this email in case you have any questions
about your order.
FROM: CD Baby loves Les" <orders@cdbaby.com>
Les - Thanks for your order with CD Baby!
Your CDs have been gently taken from our CD Baby shelves with sterilized
contamination-free gloves and placed onto a satin pillow.
A team of 50 employees inspected your CDs and polished them to make sure they
were in the best possible condition before mailing.
Our packing specialist from Japan lit a candle and a hush fell over the crowd as he put
your CDs into the finest gold-lined box that money can buy.
We all had a wonderful celebration afterwards and the whole party marched down the
street to the post office where the entire town of Portland waved 'Bon Voyage!' to your
package, on its way to you, in our private CD Baby jet on this day, Monday, June 5th.
I hope you had a wonderful time shopping at CD Baby. We sure did.
Your picture is on our wall as our "Customer of the Year".
We're all exhausted but can't wait for you to come back to CDBABY.COM!!
Thank you once again,
Derek Sivers, president,
CD Baby the little CD store with the best new independent music
phone: 1-800-448-6369 email: cdbaby@cdbaby.com
Solution Time
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How can you get buy in
from the top down? Or
better yet how can you
get the top to start it?
Mission Statement
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To maintain First Class
standards that exceed the
expectations of the traveling
public and the business
partners that we serve
Values and Vision - T R I F I C
Employer of Choice
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All companies manage two
interrelated brands. A product
brand and an employment brand.
A company’s employment brand is
instrumental in attracting and
retaining employees who can add
value to the company and its
products, thus reinforcing the
product brand.
It Could Be Worse
Outstanding Recognition
and Rewards
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Manager of the Year
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Assistant Manager of the Year
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First Class Service Awards
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HR Manager of the Year
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Birthdays/Anniversary Rewards
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Chip of the Week
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Support Executive of the Year
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Innovation Award Winner
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Presidential Leadership Award
Employee Appreciation Celebrations
Sales Contests
Solution Time
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How do you reward
outstanding customer
service and who
determines what is
rewarded?
In Search of Excellence
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Customers
Innovation
Leadership
People
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In Reality, Perception is all there is
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Customer Service
Yeah, Yeah, Yeah
Customer Service
Yeah, Yeah, Yeah
Customer Service
Yeah, Yeah, Yeah
Customer Service
Yeah, Yeah, Yeah
APPLEBEE'S HOUSE SIRLOIN
A meat-lover's masterpiece. This tender 9 oz. sirloin is grilled to perfection and served with
garlic mashed potatoes, grilled asparagus and toasted side bread.
Key Concepts in
Developing a Culture
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Start with the Right People
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Transparent Organization
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Begin with the End in Mind
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In Reality, Perception is All There Is
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Emotional Bank Accounts
Culture
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Culture is both a dynamic
phenomenon that surrounds us at
all times, being constantly enacted
and created by our interactions
with others and shaped by
leadership behavior, and a set of
structures, routines, rules and
norms that guide and constrain
behavior.
Edgar H Schein
Customer Service
Yeah, Yeah, Yeah
Customer Service
Yeah, Yeah, Yeah
Solution Time
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What is the process for
Service Recovery? Are
people empowered or
how will you empower
them?
INSPIRE
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To exert an animating,
enlivening, and
exhilarating influence
Inspire – bad example
Inspire – good example
Leaders and Culture
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The only thing of real importance that leaders do
is to create and manage culture; the unique talent
of leaders is their ability to understand and work
with culture
Leadership creates and changes culture,
management and administration acts within a
culture
It is an ultimate act of leadership to destroy
culture when it is viewed as dysfunctional
Rules
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Culture is an evolutionary process
Cultures begin with leaders who impose their
own values and assumptions on a group
If successful, then we have a culture that will
define for later generations what kinds of
leadership are acceptable
True culture defines leadership and then in turn
culture is a manifestation of the embedded
leadership
Where Organizations Stumble
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If decisions are made on the individuals, or the
occupations values two things are true:
YOU DON’T HAVE A CULTURE AT WORK
YOU HAVE A MARKETING NIGHTMARE
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your associates will find you out
your business partners will find you out
your customers will find you out
you lose credibility plain and simple
The Watergate Paradox
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…Senator Baker, pleading for a
clearer explanation, asked, “How
could a young man, with your
background and obvious
intelligence, find yourself in charge
of, or deeply involved in, a dirty
tricks operation of the campaign?
The Watergate Paradox
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In response, Porter offered a
detailed account of all the things
he didn’t know about the “dirty
tricks department”, Baker saw that
he had missed the point.
The Watergate Paradox
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“I will put it again, said the Senator, his
tone drawing short, “Did you have any
qualms about what you were doingabout the propriety of hiring these people
for dirty tricks or whatever it is? I am
probing your state of mind, Mr. Porter.”
The Watergate Paradox
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“I understand” said the witness. “I think
the thought crossed my mind Senator, in
all honesty, that I could not see what
effect it had on re-electing the President.
On the other hand, I was not one to
stand up in a meeting and say that this
should be stopped…I kind of drifted
along.”
The Watergate Paradox
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But Baker pressed him on the
organizational climate: “At any time
did you ever think of saying, ‘I don’t
think this is quite right, this is not
quite the way it ought to be?’ Did
you ever think that?”
The Watergate Paradox
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“I think most people would
probably stop and think about
that.” Porter said meekly
Baker: Did you?
Porter: Yes, I did.
Baker: What did you do about it?
The Watergate Paradox
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Porter: I did not do anything.
Baker: Why didn’t you?
Porter: In all honesty, because of
the fear of the group pressure that
would ensue, of not being a team
player.
The Watergate Paradox
“And the fear of not being a team player
was strong enough to suppress your
judgment on what action you should
take…?” Baker asked, ‘What caused
you to abdicate your own conscience
and disapproval of the ‘dirty tricks’
operation?”
The Watergate Paradox
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“…I felt a deep sense of loyalty to
the President, or was appealed to
on that basis”
My thoughts were so loud,
I couldn’t hear my mouth
Bottom-Line
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If leaders do not become
conscious of the cultures in
which they are embedded, those
cultures will manage them.
Opinions Everywhere
Emotional Bank
Accounts