Do You “Get to Go to Work” or Do You “Have to Go to Work”?

Section 1. (Immersion)

1. We review our signs and customer communication regularly and correct any negative statements. Somewhat Disagree
2. We have measurements in place that let us know if our service is meeting customer expectations. Neutral
3. We adhere to a simple set of standards that make it clear to our team what they should always and never do when representing our brand. N/A
4. We have someone in charge of our customer experience, and a team that meets regularly to focus on improving our service levels. N/A
5. When implementing new initiatives, we follow a process that includes training and clear expectations of our team N/A

Section 2. (Customer Experience Action Statement)

1. Our employees understand what our customers may be going through and demonstrate compassion and empathy. N/A
2. We have an action statement, separate from our mission and values, that guides our team and creates a culture that is obsessed with providing a great experience. N/A
3. All team members understand how their individual role impacts the experience we deliver. N/A

Section 3. (Relationship Building)

1. All team members are trained on skills to build rapport with customers. N/A
2. Our employees are trained to listen for customer information presented beyond what is necessary for the transaction, including family, occupation, recreation, and dreams (F.O.R.D.). N/A
3. We have a system to use the customer information employees have captured to personalize future experiences. N/A

Section 4. (Customer Experience Cycle)

1. We have a training manual that includes service standards our team must deliver along with our operational standards. N/A
2. We are aware of common service defects that may occur and train employees to anticipate and avoid these. N/A
3. Our service is excellent- regardless of whom the customer encounters, what day of week it is or what time of day they contact us. N/A

Section 5. (Zero risk)

1. We receive very few customer complaints. N/A
2. We have protocol in place to address upset customers and challenging situations. N/A
3. All employees are confident to satisfy a customer complaint, regardless of whose fault it may be. N/A
4. Our organization encourages feedback and customers can easily communicate with senior leadership. N/A

Section 6. (World-class Internal Culture)

1. We have effective interdepartmental communication. N/A
2. Our team members and departments understand how their work impacts each other. N/A
3. Our different departments know what it’s like to walk in each other’s shoes and display empathy and compassion with each other. N/A
4. Each of our departments have high morale and low employee turnover. N/A

Section 7. (World-class Leadership)

1. Our leaders are trained to lead and coach within a service-oriented culture. N/A
2. Our leaders know how to create accountability while building morale. N/A
3. Our leaders have weekly one on one meetings with their direct reports. N/A
4. We attract, hire, and retain service-minded employees. N/A
5. We have a system in place to celebrate employee achievements. N/A

Section 8. (Above and Beyond Culture)

1. We document and share stories of employees going above and beyond for our customers. N/A
2. We recognize and reward employees for going above and beyond for customers. N/A
3. Our team is trained and empowered to go above and beyond for our customers. N/A
4. We recognize and share stories of team members going above and beyond for other team members. Strongly Agree
5. Our team is trained to constantly look for ways to exceed customer expectations. N/A