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It is impossible to create a thriving service culture unless the people within the culture are genuinely and authentically cared for by the organization, and furthermore show great care toward each other.

While it’s natural to focus our service strategies on delighting our external customers, we often forget that the people who are actually serving the customer need... no, REQUIRE, a similar degree of internal kindness that exemplifies how the organization cares for them.

Beginning this process of showing care to internal customers (employees) can be tricky if it is a new effort. Employees may think that there is an ulterior motive behind the gesture, so leaders must be genuine in the care they show. Furthermore, the effort must come from an honest place and not simply to “check a box” simply because a consultant recommended that leaders should “care”.

Here are some examples of how organizations can demonstrate care with and for their employees:

  • Encourage employee to employee care: The Visiting Nurses Association created a PTO (paid time off) bank in which people can share their PTO with co-workers in need.
  • Adopt and serve a charity as an organization: Disney cast members serve many charities through their Disney VoluntEARS program.
  • Honor a department that serves another internal department with a thank you party: Papa John’s International finance department said “thank you” to the human resources department with an appreciation party for their support during a time of rapid talent acquisition.

The key to having the care take hold and shape your organizational culture is to:

        Celebrate results and outcomes

            be Authentic in your motives

             Reinforce behaviors through communication

       share Expectations of caring behaviors and actions

An organization that shows care toward internal customers is much more likely to show care for their external customers. How do YOU show care?

Read more about showing care and shaping a thriving culture of service:

For a quick assessment of your service culture, downliad the link to our Service Culture Assessment.  See if your culture is Thriving or (gasp!) Diving...and what to do about it!

service culture assessment improve service culture

ABOUT DONNELLY EFFECT: With over 20 years of Disney leadership experience, Mike Donnelly, Chief Experience Officer (CEO) of Donnelly Effect creates world-class customer loyalty through effective Talent Selection and Hiring, Employee Onboarding, Customer Experience, Service Culture and Leadership. Donnelly Effect is home of the exclusive "World-Class Workshop" series and offers consulting services and keynote addresses to audiences of all sizes and industries. Since 2007, Mike Donnelly has been a contracted Disney Institute Facilitator, delivering Disney customer service and leadership training to audiences across the United States.


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