Conversation Starters are single page documents that are designed to catalyse Conversations That Matter in your workplace or organisation. This edition: Understanding expectations means you are a chance to exceed expectations. For more information or to share how you used this Conversation Starter, please visit http://orgsthatmatter.com

1. Understanding expectations means you are a chance to
exceed expectations
All organisations need to be able to recognise how they are performing with regard to
their Service Strategy. They also need to have the capacity to recognise and reward
their staff for their great service.
Celebrating milestones and achievements is a critical aspect of a service culture and
sends positive messages to staff about the value that great service holds within the
company. Establishing programs that recognise and reward staff for great service are
essential tools for re-enforcing what really matters in your organisation.
I have been fortunate enough to both lead and be part of teams who have been
nationally recognised for their achievements in providing great service. To watch those
team members shout with joy when their organisation's name was called out has been a
delight. Think about it - these people were shouting for joy as if they were at a football
match and their team had just scored a goal. Well their work team had just scored a
goal - a goal in providing great service!
The energy that the recognition created was tangible - you literally could 'feel it' and the
benefit for staff engagement and continuing on the continuous improvement journey was
well worth the effort to enter the awards competitions. How do you recognise, reward
and celebrate great service?
Why not use this article to catalyse Conversations That Matter® within your team or
organisation.
Copyright Gary Ryan 2011
Whether you are big or small, you cannot give good customer service if your employees
don’t feel good about coming to work. (Martin Oliver)
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