The Nine Principles: Principle 3, Build a Culture Around Service

3

Build a Culture Around Service: Connect services to organizational values

  • Ensures that thoughtful processes and procedures become the norm
  • Ensures high-quality, caring environments for employees, students, and parents
  • Invests in building relationships with employees and stakeholders

Tools and tactics needed to Build a Culture Around Service:

  • Use a grassroots approach with high performing staff to create standards of practices for service excellence
  • Administer stakeholder satisfaction surveys to apply a results roll out process and create action plans
  • Integrate a peer staff training model to develop customer care skills
  • Use preference cards to know how to engage

Excerpt from: Maximize Performance

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