There is one other element of strategy to underline the authentic service role of staff groups. This has to do with the service guarantee they would be willing to offer their customers. Christopher Hart wrote some time ago about the impact that service guarantees can have on the governance of a service—or in this case, of the staff organization. He found that if the service guarantee has real bite to it, it can force-feed a strong service mentality into all aspects of the operation. For a service guarantee to have power, it must meet certain criteria.
• The guarantee must be absolutely clear and concrete. It must be stated so that it is either fulfilled or not. No ambiguity allowed.
• It must be easy for the customer to make ...