Surveys have questions with ratings that range from Excellent to Poor. We custom-design and deliver Service Excellence Training. Tom Peters wrote the book “In Search of Excellence.”
But how do you define Excellence, particularly in customer service? Let’s start with what Excellence is not. Excellence is not something reflected in Customer Service Standards. Those Standards are typically the bare minimum expectation of every employee in every interaction. If we are adhering to those Standards, we’re being consistent in the way of the organization, but we’re not necessarily being Excellent.
On the other side of the spectrum, Excellence is not perfection. Perfection is something that is rarely if ever attained, and even then, perfection is usually defined through a result rather than through a perfect match of attitudes and actions throughout the entire process of getting to that result.
So, Excellence is not a bare minimum expectation, and Excellence is not perfection. However, it is something as consistent as Standards but that continuously strives and reaches for what would be achieved in perfection.
Excellence is really reflected in Exceling through the process.
Oftentimes we don’t have control over the outcome because so many other factors are involved, but we have lots of control over how well we Excel going through the process. We Excel when we are making decisions in the process for the right reasons with the right goals in mind. We Excel when we take the action we need to take to reach the goal. We Excel when we do things within the timeframe we need to do them to have the desired outcome. We Excel when we bring an attitude that has the capabilities of drawing ourselves and others toward that goal.
Excellence does require a goal – something you’re trying to attain or achieve, something you’re trying to live into every day, something you’re trying to become. However, when you think about how to achieve Excellence, don’t focus so much on the final achievement of some lofty goal. When you think about Excellence, consider what you need to do in the process to give yourself and those around you the best chance to achieve that goal.
To Excel, first determine your goal; then identify what you can do to ensure that you have the decisions, actions, timeliness, and attitudes that give you the best chance of achieving that goal.