9. The Secret to Developing a Culture of Service

11. Getting Back to Basics Who What Where When How Why

12. Should an organization care about a culture of service?

13. Why should an organization care about a culture of service? Hiring the right staff is the best investment you can make! “As an economy we are running at 30%.” – Curt Coffman – Gallup Organization

14. Why HR should care Engaged employees have lower turnover Engaged employees take less sick time Engaged employees serve as models and mentors for others Engaged employees welcome training and apply it Engaged employees look for solutions rather than simply complaining

15. Connecting “Service Culture” with Engaged Employees

16. Building Blocks Mission Values Behavioral Attributes

17. Mission Crystal Bridges Museum of American Art welcomes all to celebrate the American spirit in a setting that unites the power of art with the beauty of landscape.

18. Values We believe in a great museum’s power to transform individuals and communities We encourage engagement between people and works of art We foster and value meaningful and relevant experiences for each guest We perpetuate the honored tradition of sharing and hope to inspire others to give

19. Values with a twist We believe in a great museum’s power to transform individual staff members and communities We encourage engagement between staff and works of art We foster and value meaningful and relevant experiences for each staff member. We perpetuate the honored tradition of sharing and hope to inspire staff to give

20. Behavioral Attributes Welcoming Invigorating Excellence

21. Steps to Creating a Culture of Service Selection – Technically competent Skills, knowledge, abilities – Culture fit Worth ethic Team player Guest/customer oriented Eager Smiles Authentic

22. Steps to Creating a Culture of Service Expectations – Define and communicate the purpose of the role – Outline the specific behavior you want to see – Create multiple opportunities to reinforce the desired behavior

23. Steps to Creating a Culture of Service Commitment – To the mission – To the values – To the team – To the employee

24. Steps to Creating a Culture of Service Recognition – Find out what is meaningful to the employee – Praise in public (unless someone hates the spotlight) – Give credit where credit is due! – Recognize not only work related but personal milestones

25. Steps to Creating a Culture of Service Encouragement – Be compassionate – Be supportive – Find ways to inspire

26. Steps to Creating a Culture of Service Teamwork – We can’t do it alone – Synergy

27. Steps to Creating a Culture of Service S - Selection E - Expectations C - Commitment R - Recognition E - Encouragement T - Teamwork

28. Comparing a Culture of Service Basic Competent Friendly Timely Listening Clear Communication Culture of Service Passion Empathy/Compassion Relationship/Engagement Anticipatory/Proactive Sense of Urgency Exceeding Expectations

29. It’s Simple Define the Culture of Service you desire – What three things do you want your guests/customers/staff to say about your organization Define the behaviors – What do you want staff to demonstrate to get your guests/customers/staff to say what you want Reinforce with training – Orientation; Training Sessions; Newsletters; Team Discussions Hold staff accountable – Coach/recognize

30. It’s Difficult Time Conflicting priorities Communication Systems/Processes Accountability

31. It’s doable…but remember

32. Resources Curt Coffman – Gallup Organization Scott Carbonara, Managers Guide to Employee Engagement Theo Gilbert-Jamison, CEO-Performance Solution by Design Dennis Snow – Disney Institute