Building a service-centered culture takes work. It requires setting standards and providing training to everyone so that you can ensure that you’re delivering consistent service and a consistent brand experience. But training is really just the start. The real commitment comes in maintaining the standards during every encounter with every customer every day.
I recently interviewed nurse executives from coast to coast to learn what they thought about leading the patient experience. Every one of the interviewees talked about the importance of keeping your eye on the ball at all times. Being visible and delivering drumbeat messaging helps maintain the momentum without backsliding.
When leaders say one thing and don’t follow through consistently, it dilutes the importance and credibility of the original message. It’s not what you expect but what you inspect that gets the respect.