Great Culture is No Accident
The MagicMakers Group helps clients strengthen their cultures and experts like Diane Yarborough and John Kirkham II do just that by preaching that a great culture is no accident – it’s intentional.
Diane believes, “Great companies have great cultures, and that doesn’t happen by chance. They are intentionally crafted through deliberate actions and clear values.” At the core of any successful business is a commitment to customer service excellence, achieved through intentional practices and defined expectations. Customer service starts with leadership excellence, which significantly impacts how employees treat customers. The It starts with hiring, positioning and developing leaders for success. Ensuring you have the right leader in the right roles is crucial. When employees are supported by great leaders who provide an excellent employee experience (EX), they are inspired to deliver exceptional service. Customers return again and again when they receive service from happy, engaged employees. Leaders set the tone by modeling service excellence and showing genuine commitment to every team member. Walt Disney led by example, walking through the parks, picking up trash, and engaging with guests, modeling this for all to see. Known as the ‘Disney Scoop’, this culture of responsibility to culture of cleanliness is still trained and embraced by all employees, from front-line staff to executives, and is instilled from day one. I still do it today. By cultivating great leadership and empowering employees, businesses can exceed customer expectations and foster loyalty, trust, and long-term success.”
As the old cliché goes, the one constant is change. John shares, “Since the global pandemic, the world has changed dramatically, including service standards.” Companies are still evolving, trying to find the right blend of in-person service, convenience, and technology. A couple of key ingredients to consider are authenticity and storytelling. Customers want to feel authenticity from the products and people they are engaging with. A good approach is to talk about what authentic service standards look like for your company and provide simple employee tools. Think about the Disney name tag for example. Every name tag has the Cast Members hometown and provides a way to engage with Guests. It brings authenticity to Guest engagements improving the experience and amplifying togetherness. Storytelling is another way to enhance service standards. With all the information that is available at your fingertips, service standards should include how information is delivered. Consider the use of social media by employees to share service stories. It hits on many levels enhancing employee engagement, showcasing amazing service, and creating a strong consumer connection. The world will continue to change, as will customer expectations. Service standards must also evolve. Companies will need to constantly challenge their culture of service often and sometimes even defy it for the good of their customer.”
