Establishing Your Keys of Excellence
During my time as a Head of School, I have learned a valuable lesson: the importance of establishing a clear set of guiding principles, or "Keys," to ensure every team member understands and contributes to delivering a consistently exceptional experience. These Keys serve as a shared compass, guiding decisions and actions across all levels of the organization.
The process of defining these Keys should be a collaborative effort. By involving the entire team, you foster a sense of ownership and shared responsibility. Each team member brings unique perspectives and insights, leading to a more comprehensive and effective set of guiding principles.
In my current school, we have established the following Keys:
- Safety: The well-being of our employees, customers, and the community is our top priority. All decisions must prioritize safety and minimize risks.
- Modeling Guiding Principles: We strive to embody and promote ethical behavior. Specifically, we prioritize integrity, grace, respect, optimism, and wisdom in all our interactions.
- Professionalism: We maintain the highest standards of professionalism in our work, including communication, appearance, and customer service.
- Efficiency: We continuously seek to optimize our processes and resources to deliver timely and effective educational experiences.
These Keys provide a clear framework for decision-making in all situations, from routine operations to unforeseen challenges. When faced with a new situation or an emergency, these Keys serve as a reliable guide, ensuring that all decisions align with our organizational values and priorities.
The Benefits of a Key-Driven Approach
- Consistency: By adhering to these Keys, we ensure a consistent and predictable experience for our customers, building trust and loyalty.
- Improved Decision-Making: The Keys provide a clear framework for making informed decisions, even in complex or ambiguous situations.
- Enhanced Team Collaboration: Shared understanding of the Keys fosters a stronger sense of team unity and collaboration.
- Increased Employee Engagement: When employees understand the "why" behind their work, they are more engaged and motivated.
By embracing a Key-driven approach to customer experience, organizations can create a culture of excellence, build lasting customer relationships, and achieve sustainable success.
I encourage you to reflect on your own organization. What are the Keys that guide your decisions and actions? How can you better communicate and reinforce these Keys across your team?
The Disney Institute: A Source of Inspiration
The concept of establishing these guiding principles was inspired by my learning experiences at the Disney Institute. While I am not a member of the Disney organization or the Disney Institute, and this content is not sponsored by them, I found their emphasis on creating memorable guest experiences to be incredibly valuable. For more information on the Disney Institute and their approach to creating wonderful guest experiences, please visit their website:
Disclaimer: This blog post reflects my personal experiences and perspectives. I am not affiliated with the Disney organization or the Disney Institute, and this content should not be construed as an endorsement by the Disney company.
