Without clearly defined goals, most employees spend their working lives not intently engaged, but protectively disengaged. Service WOW™ is designed to replace confusion with clarity through real-time systems for:
Quantitative Assessment
Graphic Representation
Global Sharing
Inclusive and Transparent Collaboration
We would never consider a sporting event without goals, question marked scoreboards or faceless time clocks. Feedback is immediate, concise, compelling, and consistently understood by everyone both in the game and on the sidelines.
In contrast, many work environments are inundated with ambiguity. Individual perceptions, performance and personalities endlessly redefine the “rules of the game”. Without clearly defined, quantifiable objectives, players (employees) revert to the safe zone instead of the end zone.
Service WOW!! Creates clarity out of confusion
KNOW exactly what your customers want. Engage employees by "sharing the score"
Earn trust by creating a transparent culture of service improvement. Brand your service delivery system with quantifiable results.
Eliminate ambiguity and confusion through graphic analysis of service trends. Discover the systemic flaws that undermine peak performance
Encourage honesty through anonymity
"The systems we have a perfectly designed for the results we are getting."
Goals are often inadvertently redirected to correspond to whatever reinforcement systems we have in place. This is the very law of all of nature.
Whatever you reinforce you will receive. Put another way, whatever you place your attention on grows.
Service WOW™ is a tool to bring your service goals into objective focus. If we are not crystal clear about what we do want, we are physiologically predisposed to set our goals to avoid what we don’t want. At our core we are primitive beings conditioned over millions of years. We view ourselves as both predator and prey. When our prey is clearly in sight, all our resources are highly focused on achieving our goal. But where there is no goal in sight, our “being the prey” mode kicks in and our awareness sends out a wide ranging and diverse radar, scanning the horizon for any perceived threat.
54% of all workers are disengaged.
Gallup Management Journal's semi-annual Employee Engagement Index
another 17% are actually working against the system.
