Aligning service with your organization's vision and mission

- Too often, I'll see a vision or mission statement…on an entry wall, but then observe very different priorities…in day-to-day operations.…We put our customers first,…but keep the time you spend with them to three minutes.…Or we deliver world class service,…but we sure don't have the resources we need on Mondays.…In the most successful organizations,…from that small cafe you love to the iconic brands…that have built such a great reputation for service,…everything aligns with their vision, mission, and values.…Let's explore three essential aspects of enabling…that to happen.…

One is creating clear direction.…REI, the successful outdoor clothing and equipment retailer…describes their core purpose this way.…"We inspire, educate, and outfit for a lifetime…"of outdoor adventures."…Consider how this statement can help guide customer service.…If I'm an employee, what does that mean…when a customer calls or walks through the door?…What a great start I already have in understanding…what we do.…Dan Gilbert, who was founder and is chairman…