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Service Principles

Did you know that in a recent survey our customers indicated their perception of our staff as knowledgeable and attentive is up by 5% compared to prior survey results? (see ShelfLife, June 2009, Strategic Plan Progress Report) Certainly, we are doing many things that contribute to this, and one of those is our Service Principle program (Daily Link).

It seems that nothing great comes without challenges, and many of us certainly experience challenges in setting aside time for daily, meaningful discussions of the Service Principles. All of those who’ve expressed their challenges can be sure your concerns have been heard and your efforts to have meaningful Daily Link discussions are appreciated.  To address this time constraint challenge, let’s try a slightly different approach to the Daily Link, an approach that encourages the manager to set the frequency of the Service Principle discussions, which might be daily or weekly.

Additionally, we’ll provide a new tool that will highlight key points and service issues.  With this new approach a newsletter will be shared that includes the daily links or service principles for that particular week as well as a relevant article, words of encouragement and discussion starters.  As you modify your approach be sure to continue to add staff recognition and community news to each discussion.

Our Strategic Plan expresses our vision that we want to be our community’s inviting, innovative link to the world, and we will be asking our customers about the improvements they have noticed.  It takes each one of us to do our part to make the difference noticeable to our co-workers and customers.  Surely, as we understand and practice the service principles, our customer service, teamwork and morale will continue to improve. Integrating the Service Principles into everything we do requires regular reinforcement and focus in practical applications. This tool can be a great way to put these concepts into consistent practice and help build our culture of service.

MLS Service Principles are designed to help MLS staff:

  • Show Our Commitment - so our customers know that we care
  • Act in the Moment - so our customers know their needs will be met
  • Use a Personal Touch - so our customers feel welcome and appreciated
  • To Go the Extra Mile - to help ensure our customers feel special.
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