Solution – Improve Your Mindset!

By : Rudy Vidal | | Category : culture management Customer Sat- Philosophy managing XCS

It sounds easy, but the reality is that you can’t impose a new mindset, or a new culture.
What I find works best in creating a fast transition, is when management does the following:

1. Create an understanding of the logic – Why do we need to change or improve?
2. Provide the vehicles or processes that will carry new action and intention.
3. Create an expectation for results, coupled with effective Key Performance Indicators or metrics.

These three components do create change.

I believe the vast majority of people, given the opportunity, want to do the right thing.  They want to satisfy customers by treating them as customers should be treated.

However, if they don’t have the process, the information, the empowerment and the expectation from management, we cannot expect miracles to happen.

Extreme Customer Satisfaction happens when Management gets a new mindset!