I'm talking about this team’s dominance in delivering Exceptional Client Service, year in and year out. So exceptional, in fact, that 100% of their current clients are happy to respond when surveyed and 100% of those will recommend us to others. (And north of 90% of clients retain their services year after year!) To secure their Repeat-Champion status, this team has improved their results annually; without doing so, they wouldn't have retained the Client Engagement Award in prior years, or again this time around. That's 5 award-winning performances in a row!!!!!
What's their secret to success? Without diminishing the complexity of what it takes to deliver top-notch service day in and day out, I see two essential qualities that stand out:
- They care more than most. They care for each other first and then for their work and their clients. They open talk about it, by praising one another, teasing like brothers and sisters, and celebrating the achievement and recognition of standout performances within the team
- They “Own It”! They are accountable for their individual actions and their team’s results. The ownership is born of pride in their work and the fact that they simply care more than most.
When success is repeated, you've got the makings of a Trend. But when success becomes Tradition, you're on the Path to Greatness! Enjoy the Journey!