Managing Knock Your Socks Off Service, 3rd Edition

9

Getting Your Vision Down on Paper

Good business leaders create a vision, articulate the vision, passionately own the vision, and relentlessly drive it to completion.

—Jack Welch

retired CEO of GE

A good service vision statement involves customers and employees. It takes on tangible shape and form when you actually put it on paper where everyone can see and use it. As you work to define your vision, it’s important not to overlook two key resources:

• Customers are not only highly qualified, but generally willing to provide input that will help a company figure out what it wants and doesn’t want, how it does and doesn’t want it delivered, and what elements of the service experience could be changed, improved, or removed for the business to ...