Leading a 5-Star Service Team Presented by: Dr. Bryan K. Williams, D.M.

Objectives What we will cover: Clearly define “World-Class Service" 5-star leadership mindset Leading vs Managing a Service Team

There are many employees who want to work for a leader who has high expectations and believes in them. Tale of two McDonald’s Student IQ

Phases of Cultural Engagement Passionate Advocacy Cultural Experience Utilize and Internalize Emotional & Personal “Living It” Phase Degree of Support for Change Ready to Promote Personalize Ready to Defend Superficial “Believing It” Phase Acceptance Understanding Awareness Conceptual “Hearing It” Phase Contact Time

Leading VS. Managing

“An effective leader may also be competitive, achievement-oriented, and a good coach…it’s just that those qualities don’t make a leader. He is a leader if, and only if, he is able to rally others to the better future he sees.” -Marcus Buckingham

Levels of Leadership Influence People Development (People follow you because of what you have done for them) Production (People follow you because of your reputation for success) Persuasion (People follow you because they want to) Position (People follow you because they have to)

Great Managing

Primary Causes for Low Performance Poor or Insufficient Performance Feedback 60% High Individual Stress Levels 40% No Performance Standards 39% Lack of Clear Individual Goals 37% Reward Not Performance Based 31% Poor Performance Rewarded 31% No Career Planning 28% Fear of Failure or Punishment 23% Inability to Envision Successful Outcomes 22% Lack of or Poor Company-Sponsored Training 17% Inability to Concentrate on Task at Hand 14% Low Worker Self-Esteem 9% Low Compensation 8% 0% 10% 20% 30% 40% 50% 60% 70%

Constructive Feedback The Ritz-Carlton, St. Thomas PBX Operator @ The Ritz-Carlton, St. Thomas

List the ways recognition is provided in your organization ___________ When it comes to recognition, INDIVIDUALIZATION IS KEY!

The People Processes How well do you know your team? To individualize recognition, ask your employees questions like these: By what name do you like to be called? What are your “hot buttons” –hobbies or interests you like to talk about a lot? From whom do you most like to receive recognition or praise? What type of recognition or praise do you like best? Do you like public, private, written, verbal, or other kinds of recognition? What form of recognition motivates you the most? Do you like gift certificates, a title for winning a competition, a meaningful note or e-mail, or something else? What is the greatest recognition you have ever received? How well do you know your team?

Managing “Living It” Employees B.Williams Enterprise Involve Them Managing “Living It” Employees Identify Them Re-hire Them Download “Building a Team of ‘Living It’ Employees” from www.bwenterprise.net

Non-negotiables: They always maintain high expectations of the service they expect to see. They always believe that each person on their team knows that they are a critical part of delivering the service experience. They never allow/tolerate less than 100% effort. They talk about “excellence” everyday.

Non-negotiables: They reward excellent performance on a regular basis. They are always an integral part of the on-boarding process. They ensure that the purpose of the role is communicated during the on-boarding process. They continuously invest in employee development.

Non-negotiables: Mandate that internal service excellence equals external service excellence. Make sure that everyone is fully aware of their benefits. Work alongside team members when needed.

Be Exceptional “If a man is called to be a street sweeper, he should sweep streets even as Michelangelo painted, or Beethoven composed music, or Shakespeare wrote poetry. He should sweep streets so well that all the hosts of heaven and earth will pause to say, here lived a great street sweeper who did his job well.” --Dr. Martin Luther King, Jr.

B.Williams Enterprise, LLC www.bwenterprise.net ___________ Work Like You Own It! www.worklikeyouownit.com