Building a Service Culture

"Culture is a shared, learned, symbolic system of values, beliefs, and attitudes that shapes and influences perception and behaviour -- an abstract or 'mental code' "
In the lesson of building a service culture, I learned that all companies have their own standard of procedures and culture.

Leaders versus Managers
The difference between this two is that both approaches the situation differently. Leaders are more concern about the cohesiveness of the team and more of the journey than the result. For managers, they are more of the practical ones that believe the goal is more important and focus on the current than ‘dreaming on’.

In the serving industry, the customers are part of the service culture. We need to understand what the customers are seeking for and who are they. With the 4Ps (people, Product, Presentation, Process) in mind, customers do not view satisfaction as a single experience but more of a string of events (moments of truths). From walking into the shop and being greeted warmly by the staffs till the walking out and thanked earnestly with enthusiasm will conclude the whole experience of the customer.

This topic would have been better if Land’s End was to give a talk to us and it would be so much more convincing than on the paper.
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