insights

Can you recall your last great service experience? Maybe it was at a restaurant, a hotel, coffee shop, or a dry cleaner. Perhaps the clerk remembered your name or your preference. Or the service was particularly easy to use, available on your schedule at the push of a button. Or instead of being way over the top, maybe it just served its purpose simply without being overly complicated. In any case, the chances are your experience didn’t happen by accident. Rest assured that the service provider Read More →

Early in my career, a respected boss and mentor left an article on my desk about the doctrine of “Completed Staff Work.” The author’s thoughts on followership were presented in a memorandum from the early 1940s and present a relatively straightforward concept;when presenting a solution, the only remaining action should be approval or disapproval of the completed action. Your views should be placed before the decision maker in finished form so they can use them to achieve results. While the langu Read More →

We got through “WHY”, now let’s talk “WHAT” In our last post, we argued that the government is foremost a service organization. While the statement itself may not seem particularly revolutionary, accepting government as services has some important implications. If you accept government as a service provider then you also accept that governments have customers and those customers have expectations. This implies that customers make a choice whether or not to engage with the services provided by go Read More →

Can you recall your last great service experience – when someone went out of their way to delight you?  Maybe it was at a restaurant, a hotel, coffee shop, or a dry cleaner.  Perhaps they remembered your name or your preference or the service was easy to use, available when you needed it, or served its purpose without being overly complicated.  Chances are, your experience didn’t happen by accident.  That service provider knows that you have other alternatives and, in order to stay relevan Read More →