Shep Hyken interviews Dennis Snow. They discuss how to define an organization’s level of service and company culture by looking at examples from the Walt Disney World Company. Top Takeaways: There are two steps to defining your organization’s level of service. Step one is to ask yourself what you want your customers to say about their experience. Step two is to ask yourself what you can do to get your customers to say those things. When considering step one, narrow it down to three things you want your customers to say. This helps you focus in on what differentiates you from others. Your culture is defined by step two. Reinforce the behaviors that elicit the desired customer response. Your company culture is not what you say but what you do. Good company culture starts with the hiring process. Get to know your standout employees and find out what qualities contribute to their success within your organization. Then, hire individuals who are similarly hard-wired to succeed within your culture. Training begins during the hiring process. You must demonstrate your company’s values from the beginning, and that includes the hiring process. The first day of training should focus on company culture. Additionally, this training should never end. Identify behaviors that detract from the brand and culture you have worked so hard to craft. Be on the lookout for these and create processes that prevent them from happening. As a leader, never let a coachable moment pass you by. Seize opportunities to continually coach your employees toward improvement. Similarly, never let a moment of recognition go by. Give praise and credit where it’s due, and positively reinforce the behavior that defines your brand. Leaders must demonstrate and embody the values and culture they want to see throughout their organization. They must not only talk the talk but also walk the walk; leaders are the ultimate role model for company culture. “What people say is your brand; what your employees do is your culture.” - Dennis Snow About: Dennis Snow is a full-time speaker, trainer and consultant. He worked with the Walt Disney World Company for over 20 years, where he developed his passion for service excellence. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

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