1

Good morning Team Hereford.

By way of introduction, I would like to explain what I would like to achieve this morning and

offer you my definition of

‘Team.’

Hereford1st April 2014

Charities Hereford

Delivering World Class Service Through the TEAM,

Making the ‘WOW’ Difference

3

Let’s start where I assume you are on your journey:

SSSS

CCCC

RRRR

IIII

PPPP

TTTT

haring best practice

ommunicating effectively

ecognising good performance

mproving worklife balance

erformance management

eamwork is the norm

4

We now have to write our own balanced report card and move to the next stage

AAAA

CCCC

TTTT

ccept personal responsibility

hallenge old ideas

hink of new ways to deliver ‘WOW’ through• individual players• relationships• teams• performance• innovation

‘‘WOWWOW’’in action!

6

‘‘Good ServiceGood Service’’

‘Augmented Service’

Let’s identify and chase down ‘WOW’

‘WOW’

Good customer service which we, or our competitors can deliver to survive in our existing marketplace

More effective ‘WOW’ management by adding costly ‘glitz to the ‘good service’, generally given

‘WOW’ is delivered through our ‘front line’ people whose imagination and commitment to the charity we fire up and support

7

‘WOW’ Vision ….

• Your charity work matters

• Dilbert is denied

• We learn something new each day

• We revel in the excitement of changing times

• We can bragbrag about what we do

ImagineImagine

8

‘WOW’ Performance contrasts

WASWASWASWAS ISISISIS

Entrenched

A job

Putting in time

A bureaucratic task

Faceless

Another day’s work

Largely invisible

“Acceptable work”

Content employees

Risk averse

Boss-driven (suck-up town)

Reaching out

A performance

Putting on the Ritz

A signature opportunity

Full of character

A product of huge investment

Immediately transparent

Mastery of craft

Energised employees

Adventuresome

Project-driven (teamwork city)

Every idea must Every idea must become a become a

‘‘WOWWOW’’ideaidea

10

‘WOW’ Ideas are ….

• Ideas that matter• Ideas that make a difference• Ideas that you can brag about … forever• Ideas that transform the organisation• Ideas that take your breath away• Ideas that make you/me/us/“them” smile• Ideas that highlight the value that you add• ‘WOW’ ideas are NOT HYPE• ‘WOW’ ideas are ABSOLUTELY NECESSARY

11

The Customer, whom we allall serve, is the focal point of our ‘WOW’ efforts

Support Services

where ‘WOW’ is nurtured

Front Line ServicesFront Line Serviceswhere where ‘‘WOWWOW’’ must live must live

The The CustomerCustomer who will who will return because of the return because of the

‘‘WOWWOW’’ difference difference

‘‘WOWWOW’’in actionin action

The ‘WOW’ Gearbox

Brainstorm the Brainstorm the subject, subject,

encouraging encouraging openness, openness,

delivering a delivering a ‘‘WOWWOW’’ management plan management plan which challenges which challenges

old methodsold methods

Brainstorm the Brainstorm the subject, subject,

encouraging encouraging openness, openness,

delivering a delivering a ‘‘WOWWOW’’ management plan management plan which challenges which challenges

old methodsold methods

Spread the Spread the culture, culture,

promoting promoting ‘‘WOWOWW’’ at all levels! at all levels!

Spread the Spread the culture, culture,

promoting promoting ‘‘WOWOWW’’ at all levels! at all levels!

Higher gear Higher gear brainstorm, brainstorm, recognising recognising

‘‘WOWWOW’’ as the new as the new standardstandard

Higher gear Higher gear brainstorm, brainstorm, recognising recognising

‘‘WOWWOW’’ as the new as the new standardstandard

Fire up team Fire up team imaginations and imaginations and

deliver deliver ‘‘WOWWOW’’ with passion and with passion and

convictionconviction

Fire up team Fire up team imaginations and imaginations and

deliver deliver ‘‘WOWWOW’’ with passion and with passion and

convictionconviction

Walk the floor Walk the floor maintaining maintaining ‘‘WOWWOW’’ by by

example, not by example, not by demanddemand

Walk the floor Walk the floor maintaining maintaining ‘‘WOWWOW’’ by by

example, not by example, not by demanddemand

On rare On rare occasions do not occasions do not be afraid to use be afraid to use

reverse if reverse if something will something will

not worknot work

On rare On rare occasions do not occasions do not be afraid to use be afraid to use

reverse if reverse if something will something will

not worknot work

1111

2222

3333

4444 RRRR

5555

A few final A few final thoughtsthoughts

14

Badges to wear

CEOCEOofof

Me plcMe plc

I amI amfullyfully

responsibresponsiblele

My ideas My ideas contain the contain the ‘‘WOWWOW’’ DNA DNA

15

Some very old advice

Michelangelo got it right when he said:

““The greatest danger for The greatest danger for most of us is not that our most of us is not that our aim is too high and we aim is too high and we

miss it but that it is too low miss it but that it is too low and we achieve itand we achieve it””

““The greatest danger for The greatest danger for most of us is not that our most of us is not that our aim is too high and we aim is too high and we

miss it but that it is too low miss it but that it is too low and we achieve itand we achieve it””

Yes!

16

A Chinese proverb, as quoted in ‘The Art of Achievement’ by Tom Morris

“A man without a smiling face should not open a shop” – Nor should he work for a charity or deliver a service!!

17

Successful charities have re-engineered their brand to optimise every aspect of customer experience

•Objects

•Performance

•Delivery Channels

•Staff and Volunteers

• Responsibilities and Reputation

•Environments

•Culture

•Communications

•Physical Identity

18