Good morning Team Hereford.
By way of introduction, I would like to explain
what I would like to achieve this morning and
offer you my definition of
‘Team.’
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Charities Hereford
Delivering World Class Service Through
the TEAM,
Making the ‘WOW’ Difference
Hereford
1st April 2014
Let’s start where I assume you are on your
journey:
S
haring best practice
C
ommunicating effectively
R
ecognising good performance
I
mproving worklife balance
P
erformance management
T
eamwork is the norm
2
We now have to write our own balanced report card
and move to the next stage
A
ccept personal responsibility
C
hallenge old ideas
T
hink of new ways to deliver ‘WOW’
•through
individual players
•
•
•
•
relationships
teams
performance
innovation
3
‘WOW’
in action!
Let’s identify and chase down ‘WOW’
‘WOW’ is delivered through
our ‘front line’ people whose
imagination and commitment
to the charity we fire up and
support
‘WOW’
‘Augmented
Service’
‘Good Service’
More effective ‘WOW’
management by adding costly
‘glitz to the ‘good service’,
generally given
Good customer service which
we, or our competitors can
deliver to survive in our
existing marketplace
5
‘WOW’ Vision ….
Imagine
• Your charity work matters
• Dilbert is denied
• We learn something new each day
• We revel in the excitement of
changing times
• We can brag about what we do
6
‘WOW’ Performance contrasts
WAS
IS
A job
A performance
Putting in time
Putting on the Ritz
A bureaucratic task
A signature opportunity
Faceless
Full of character
Another day’s work
A product of huge investment
Largely invisible
Immediately transparent
“Acceptable work”
Mastery of craft
Content employees
Energised employees
Risk averse
Adventuresome
Entrenched
Reaching out
Boss-driven (suck-up town)
Project-driven (teamwork city)
7
Every idea must
become a
‘WOW’
idea
‘WOW’ Ideas are ….
•
•
•
•
•
•
•
•
•
Ideas that matter
Ideas that make a difference
Ideas that you can brag about … forever
Ideas that transform the organisation
Ideas that take your breath away
Ideas that make you/me/us/“them” smile
Ideas that highlight the value that you add
‘WOW’ ideas are NOT HYPE
‘WOW’ ideas are ABSOLUTELY NECESSARY
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The Customer, whom we all serve, is the focal
point of our ‘WOW’ efforts
The Customer who will
return because of the
‘WOW’ difference
‘WOW’
in action
Front Line Services
where ‘WOW’ must live
Support
Services
where
‘WOW’ is
nurtured
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The ‘WOW’ Gearbox
Brainstorm the
subject,
encouraging
openness,
delivering a ‘WOW’
management plan
which challenges
old methods
Spread the
culture,
promoting
‘WOW’ at all
levels!
Higher gear
brainstorm,
recognising
‘WOW’ as the
new standard
1
3
5
2
4
R
Fire up team
imaginations and
deliver ‘WOW’
with passion and
conviction
Walk the floor
maintaining
‘WOW’ by
example, not by
demand
On rare
occasions do not
be afraid to use
reverse if
something will
not work
A few final
thoughts
Badges to wear
CEO
of
Me plc
I am
fully
responsible
My ideas
contain the
‘WOW’ DNA
13
Some very old advice
Michelangelo got it
right when he said:
“The greatest danger for
most of us is not that our
aim is too high and we
miss it but that it is too low
and we achieve it”
Yes!
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A Chinese proverb, as quoted in ‘The Art of
Achievement’ by Tom Morris
“A man without a smiling
face should not open a
shop” – Nor should he
work for a charity or
deliver a service!!
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Successful charities have re-engineered their brand to
optimise every aspect of customer experience
•Physical Identity
•Communications
•Objects
•Performance
•Delivery Channels
•Environments
•Staff and Volunteers
•Culture
• Responsibilities and Reputation
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