Page 119 - Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization

100 Exceptional Service, Exceptional Profit

(‘‘lineup’’), where daily specials and other mundane updates are shared.
The difference is, in today’s world, the challenge of providing great
service is not in such nuts and bolts, skills-and-details-related updates.
(Put those on your wiki.) The challenge is that even if you start off
strong with a great orientation, the daily grind will ensure that func-
tional issues ultimately end up overwhelming company purpose.

A daily standup meeting is a chance to keep your company focused
on your overriding purpose and to ensure that all staff are aligned to
fulfill it. It only takes a few minutes, and the difference it makes can be
crucial.

Try it on for size. There is no more powerful way to create an
extraordinary experience for your customers than to maintain a fully
aligned company—and there is no better time to align a company than
once a day, every single day.