Clarity on Vision, Service Philosophy, and Core Values.

“The Ultimate Goal” of any visionary company or dealership is to ensure that every customer and their respective families should come back and buy every car from them they would ever own for generations. To achieve this “Ultimate Goal,” they keep on constantly looking for the best ways to deliver top-notch and majestic customer service to each of their valued customers and every single time to stand apart from their competition.

Some iconic brands you know, like Ritz-Carlton, Nordstrom, Zappos, Harley-Davidson, Honda and Toyota, have in common” They have a common service culture. They have declared Superior Customer Service as a Number One priority. They put their Service Declaration into practice on a live-it basis to develop an exceptional service culture and superb service mindset at each level of their organization to create delight.

Clarity breeds mastery. Everyone in these organizations has a strikingly high level of clarity on the company’s vision, service philosophy, and core values. Everyone knows what the brand stands for. Everyone knows what success looks like. Everyone knows what results we are trying to achieve. They have tremendous freedom or empowerment to achieve results by making day-to-day decisions. They treat the customers like owners. For example, in Ritz-Carlton, every employee, from the general manager to the newest busboy, is empowered to spend up to USD 2,000 to make a memorable and heart-touching guest experience.

For Toyota & Honda, Quality is the number one priority. Any individual can stop the assembly line at any time. We all know that it’s very expensive to stop the assembly line at any point in time. Yes, they can stop the assembly line at any time because they have so much clarity on what’s most important to them, “Quality”. People at these world-class brands surprise and delight customers with their exciting vision, exceptional customer philosophy and inspiring core values.

In my Toyota days, we have a high level of clarity on our service philosophy. Our basic Customer Relations Philosophy was “Satisfy customers through swift, sure and fair handling of customer inquiries and complaints and continue to earn the trust of society as a company.” All our actions were driven by our service philosophy.

  For more clarity, go deeper and answer the following questions:

1. Do you have clarity on your company’s or dealership’s vision, service philosophy and core values?
2. What your company or dealership stands for?
3. Do you have clarity on your role and what results you are going to achieve in the next six months?