SESSION 705 Friday, November 4, 9:00 AM - 10:00 AM Track: People, Culture, and Value

Transcription

1 SESSION 705 Friday, November 4, 9:00 AM - 10:00 AM Track: People, Culture, and Value Support Culture: Created for Us, by Us Gina Montague Manager, Support Services,Infinite Campus gina.montague@infinitecampus.com Session Description Teamwork, core values, culture, and leadership: mix them together and you get a fast-paced session that will deliver more than fifty ideas to help your team create a support culture that ignites their passion and gets them excited about their work. Attend this session and you ll leave with great ideas and best practices to implement when you return from the conference. (Experience Level: Intermediate) Speaker Background Gina Montague has over twenty five years of leadership and customer service experience and has been part of the support industry for over seventeen years. Gina is passionate about staff development, process improvement, and creating positive customer experiences. Gina is the Support Services Manager for Infinite Campus, a student information system (SIS) for K-12 education. In April 2013, under Gina s leadership, the Campus Support team was awarded HDI s Team Excellence Award for external support. Gina is currently on HDI s Member Advisor Board and is the Chapter Advisor of the HDI Minnesota Local Chapter, where she has served in various volunteer positions since 2005.

2 Support Culture: Created for Us, by Us Gina Montague

3 Workplace Zen When you LOVE what you do where you work who you work with

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5 ENABLERS RESULTS Support Methodology = Culture Foundation Leadership Strategy & Policy People Satisfaction People Management Customer Satisfaction Resources Performance Results Process & Procedure HDI: Support Methodology 1 Leadership 2

6 Leadership Management Seeks Vision Objectives Connects with Feelings Facts Focus People Process/Task Dynamic Proactive Reactive Culture Shape & Create Enact Direction New Roads Existing Roads Motto Do the Right Thing Do Things Right Approach Possibility Problem Solving Power Through Charisma & Influence Formal Authority & Position Persuasion Sell Tell Conflict Use Avoid Energy Passion Control Rules Break Make Horizon Long-term Short-term Appeal to Heart Head

7 Strategy "Where are we going as an organization?" (Vision) "Why are we in this business?" (Mission) "How do we conduct ourselves?" (Core Values) 3

8 Strategy Define Core Values SERVICE: Show our Customers the L ove COMMITTMENT: Own it & Make it Better TEAMWORK: We >1 LEARNING: Learn Well and Prosper LEADERSHIP: Be the Super Hero What s Your Phrase/Motto???

9 Recruiting/Onboarding Know your gaps Ask situational and behavioral interview questions Create a warm welcome! Get to know each other Give them a voice 4 Recognition 5

10 Recognition Recognition People s Choice Awards

11 Recognition Performance Feedback 6

12 Performance Feedback Professional Development 7

13 Employee Satisfaction Jan 2011 Aug 2011 Jan 2012 Jan 2013 July 2015 HDI 2014 Average: 78% 79% 82% 81% 84% 31 Responses 28 Responses 28 Responses 30 Responses 29 Responses Gallup 2015 Completely Satisfied (4.0-5) Satisfied ( ) Neutral (2-2.99) Dissatisfied (1-1.99) 45% 43% 61% 60% 69% 21% 57% 45%) 50% 36% 30% 31% 55% 10% 7% 3% 10% 0% 20% 0% 0% 0% 0% 0% 3% Completely Dissatisfied 0% 0% 0% 0% 0% 1% (0-.99) HDI s 2014 Practices & Salary Report 8 Employee Satisfaction/Engagement Do you allow employees to QUIT & STAY?

14 Employee Engagement Create Autonomy, Mastery, & Purpose Google: Dan Pink Motivation Customer Satisfaction 9

15 Take Care of Yourself 10

16 Campus Support Team

17 Thank you for attending this session. Please don t forget to complete an evaluation for this session! Evaluation forms can be completed electronically on the FUSION 16 Conference App. montague.gina@yahoo.com

18 Support Culture - For Us, By Us (50 tips) Leadership Gina Montague Everyone is encouraged to be a leader. Leaders don t have to be managers, but managers need to be leaders. Leadership is not a position or title, it is action and example. Successful leaders tend to have certain traits. The following list contains leadership traits that are encouraged at Campus Support; 1. Humble. Leaders carry themselves with a quiet confidence and let their character speak for itself. They don t care who is right, they care about what is right. 2. Self-awareness. Leaders have the ability to recognize and understand their moods, emotions, drives, as well as their effect on other people. 3. Listen. Leaders make a deep commitment to listening intently to others. They seek to listen receptively to what is being said (and not said). Leaders focus on empathic listening to make sure the other person feels heard. 4. Approachable. Leaders are friendly and easy to talk to. They welcome the opportunity to be a go-to person and don't mind being interrupted when someone is in need. 5. Passion. Passion is a great motivator, and a leader s excitement and enthusiasm can inspire the same in others. Leaders don t have to be constantly cheerful, but when they believe in what they re doing and what the company is doing, that energy comes through in their actions. 6. Lead by Example. The best leaders are those who lead by example, pitching in where needed and lending a helping hand, and who are both team leaders and team followers. 7. Commitment. Leaders take ownership of issues and collaborate with other team members. They seize initiative and welcome responsibility. 8. Teamwork. Leaders focus on what is best for the team. They create and ensure a positive, efficient, safe work environment. Leaders have the ability to find common ground and build rapport. 9. Mentor and Motivate. Leaders inspire and influence others to achieve results. They are passionate about their work, for reasons that go beyond money or status. 10. Drive Change. Leaders embrace change enthusiastically. More importantly, they encourage and drive it, focusing on continual improvement. 11. Managers and leaders are two different people. Organizations need both!

19 12. Leaders are readers Want to be a leader or a better leader? Leaders are readers. Not all readers are leaders, but all leaders are readers. No leader in history ever became one simply because they were born a leader. Leadership is not a talent, but a discipline that is forged through years of consistent work to develop behaviors. Leadership is influence and you cannot learn to lead anyone until you learn to lead yourself. One of the best ways to do this is by reading books on personal growth and development. Reading books will help you to self-evaluate, self-motivate and selfcritique yourself better than any other external party can. 13. Build a Library Challenge yourself and your team to read at least one book every quarter. Strategy 14. Define your support methodology for your team

20 Reference: HDI Support Methodology 15. Identifying behaviors What are the employee behaviors that drive your success? The following questions can help identify the critical behaviors that you would like to reinforce/remove in your environment: What behaviors do you currently do well that you want to make sure always remain a part of your culture? What are the behaviors which you often say, "If we could only get our people to more consistently do these?" Picture the employee that you wish you could clone. What do they do that you wish others would also do? What behaviors drive you the craziest? What do you want to see people do instead? 16. Identify Support Strategy (aligned to Business strategy) "Where are we going as an organization?" (Vision) "Why are we in this business?" (Mission) "How do we conduct ourselves?" (Core Values) 17. What is your Motto? What is something that is often said around your office? Do the Right Thing. We are committed to doing the right thing! 18. What is your Mission? Campus Support provides our valued customers with a centralized point-of-contact for responsive, personalized solutions and advice. We are committed to "doing the right thing through teamwork and a proactive approach to identify and solve problems. 19. Define your Core Values The Infinite Campus Support team has five core values to clearly define the Support culture and expectations. These core values are essential in every

21 interaction with both staff and customers. The values were created by the Campus Support team in 2012 to define how we operate based on what is important to us. Service, Commitment, Teamwork, Learning, and Leadership. WE ARE... SUPPORT!! 20. Define expectation. Create, document, and share them with the team: Manager s expectation of Team. Team s expectation of Manager (ask the team) Team s expectation of each other (ask the team) 21. Make sure your internal culture matches your external image Recruiting/Onboarding 22. Know your gaps Do you know which skills and abilities are needed to balance your team? Which ones are most important? Customer service Leadership skills Communication skills Problem solving skills Multi-task Technical ability 23. Ask situational & behavioral questions Situational (future) What would you do? Behavioral (past) - Tell us about what you did when 24. Create a warm welcome for your new hires Have their favorite candy bar on their desk (interview question). Welcome note from team. Meet-n-Greet.

22 25. Get to know each other Create a (wiki) page for the team to share; work hours, position & work # hobbies favorite quote picture 26. Give them a voice Ask them what can be improved for the next hires. Recognition 27. Customer Satisfaction Team: 95% customer satisfaction for the month = bagels on the 1st Friday of the month for the Campus Support team Individual: Monthly Achievement = drawing during Support meeting for a fun prize 98% Quarterly Achievement = lunch at a local restaurant on the 1st Friday of the month 98% with at least 6 surveys/quarter Yearly Achievement = a fun activity/fancy meal chosen by team 98% for year at least 20 surveys/year 28. Display their achievements with a picture frame Magnetic picture frame with their name, team, and Do the Right Thing. Employees get the frame on their 1 st day. Add tokens to recognize achievements; Training/Certification Tenure Customer satisfaction 29. Recognition cards Individual recognition the size of a business card and includes the Campus Support Core Values on one side. On the other side, team members write thank you notes to each other. Drop the card in the fishbowl of the person's team you're giving the card to. Teams should read the cards during their team meeting and then place the cards in the fishbowl on the Support Manager's desk. During the monthly Support meeting, all cards are collected for a drawing. The person that gave the card and the person the card is for get to play a fun Minute to Win It style game with a Let's Make a Deal twist. 30. People s Choice Awards These awards are a fun way to recognize your peers in Support. Our People s Choice Awards are announced at the annual Support Conference held in July. 31. Customer Service Week

23 Each year during the first full week in October thousands of customer service professionals celebrate National Customer Service Week. The aim is to highlight and recognize the crucial role played by Customer Service Professionals everywhere and to have a little fun. How many professions have a week (declared by congress) dedicated to them? Our profession does! We are the ones that can make a difference, share a smile, show we care, and listen to our customers. We are the ones that customers turn to for help, to see things through, and to lead the way. This week is dedicated to us! Regardless of our position or title, we make a difference by doing what it takes to create a positive environment for our customers, our team, and ourselves. At Infinite Campus we celebrate Customer Service week by having a fun-filled week without distracting us too much from focusing on serving our customers (especially during our busiest time). Games, massages, potlucks, and smoothies are usually part of the venue. 32. Participate in the HDI & itsmf awards: Performance Feedback 33. Conduct peer evaluations The peer review is a tool to identify how we are doing individually and as a team to meet our core values. The feedback should be based on behaviors and skills that other employees can see and critique. 34. Annual Performance Review Consider removing (at least changing) the annual stuffy performance reviews. Rather, have a quarterly conversation to discuss goals and professional development. 35. Caution on what you Monitor and Share Metrics can motivate the wrong behaviors. If you can t measure & manage it; don t report it. Professional Development 36. Make someone greater than you If you recognize someone struggling do you tell others or do you help the individual? 37. Attend industry training and get certified (e.g., HDI Support Center Manager) 38. Create a Mentorship Program

24 Design a program to give new employees a go-to person for their 1st 6 months to assist with questions and offer guidance. The mentor should be an important part of the onboarding process. 39. Create a Job Shadow Program Support spends time with other departments within company. Allow other departments to spend time with Support!!! 40. Practice your habits become your mastery. Google the 10,000 hour rule. 41. Focus on Strengths To learn more watch this 18-minute video: Employee Satisfaction/Engagement 42. Create Autonomy, Mastery, & Purpose Google: Dan Pink Motivation 43. Don t allow employees to Quit & Stay! Engage them! 44. Employee Engagement Survey Regularly solicit feedback from staff to identify areas in which you can improve or simply confirm areas that are going well Customer Satisfaction 45. Survey your customers Keep the survey timely, relevant, and quick. 46. Share the survey results with your team, customers, and the company 47. Create a process improvement plan around your survey feedback

25 Capture Your Culture 48. Take pictures Share them with the team in a public folder Create a photobook/yearbook. 49. Create a calendar Create a yearly calendar with pictures of the team and include their birthdays and work anniversary date. 50. Create a Holiday card Give a copy to the team. Send it to customers and other teams within the company. References/Resources: What is corporate culture? 90-sec video. Daniel Pink - Letter E: Pink-Why-bosses-need-to-show-their-soft-side.html