Archives

Why would I let someone else define my Values? I wouldn’t, and neither should you. So don’t let the title throw you for a loop. Instead, view the statement from a different perspective. Most organizations which try to be intentional about their Mission and Vision also try to be intentional about their Core Values – […]

Many clients are interested in our helping them develop Customer Service Standards and instilling them in their staff. Customer Service Standards are essentially documented expectations of how employees at all levels should treat both internal and external customers. The Standards note desired behaviors and attitudes of staff, and they align to the organization’s Mission, Vision, […]

Carol and Darrell are reception clerks at the local eye clinic. Each had a patient – essentially the same patient – walk up to them. Carol looked up from her computer screen and said hello to the patient. The patient said he had an appointment with Dr. Jones at 9:00. Carol said “I need to […]