Improve your department’s service performance by considering some of the ways you have been pleasantly surprised as a customer.
Ask staffers to write down positive experiences they have had when dealing with employees at other businesses. Then discuss how you might similarly delight your own external and internal customers.
Example: Add a personal touch to your relationships with internal customers by walking files to another department to hand-deliver them—with a smile—to colleagues rather than simply emailing them.
—Adapted from The Starbucks Experience, Joseph Michelli, McGraw-Hill, www.mcgrawhill.com.