20 years ago that I first wrote about the merits of creating behavior-based service standards as a way to articulate clear expectations. Setting standards may seem basic, but it’s amazing how often this level-setting step is skipped.
Leaders often tell me that they haven’t established behavior-based standards because they feel that the organization’s values are enough. Although values are essential, it is the standards that clarify how to live the values through consistent behaviors. I like to think of service standards as the organization’s “way.” When organizations are successful at establishing and sustaining standards, it just becomes their way of life.
If you want to develop a consistently positive patient and consumer experience, make sure you set standards. Baird Group has a proven model for creating behavior-based standards. We’d love to help you develop yours.