How the organizational culture influences the customer service

Monday 13^th  of July 2015

Excursion McCormick Place by Stefanie Franke

The first day of the second week during summer school starts with the first field trip. Target location: McCormick Place – the largest convention center in North America.

The former editor and publisher of the Chicago Tribune, after whom the center is named

Like the Willis Tower the convention center is an impressive building, or rather a Building Campus. The perfect infrastructure, the neighborhood, the food and hotel offers and the technological conditions specify McCormick Place as a flexible and innovative meeting space. A perfect place for creative and ambitious entrepreneurs.

IT Director Ken Schmidt and Manager Jessicar Williams

So for us an attractive place to see, but even more inspiring thoughts came from two employees of the technological service, Ken and Jessica. “It is all about providing the best customer service.”
They told us, that the first important aspect is to figure out what the customers are looking for to meet their needs. In preparation of the excursion we talked about organizational culture and I asked myself: ”How could the organizational culture and a perfect customer service be connected?” Ken mentioned culture concerning values and behavior and some kind of creating a relationship. For an extraordinary service a great team is necessary. If the team members have common values they fit best into the team culture and their work will be efficiently. Because solely pleased employees can solve a customer´s problem with a smile. “Whatever you deliver, do your best and do it with your heart.” – Ken.  

A quintessence for every entrepreneur. In my view Ken and Jessica are great examples, how suitable leadership skills create a culture which motivates teams to top performance and meet their customer´s needs. For our project their behavior should be an example because we also offer a kind of technological service. Only if we have the same values and visions in our team we can transfer deep emotions to our customers and create a value proposition for them. That’s why it is essential to have a mission and vision for the project in our groups. For every leader the discussion of the connection between the corporate culture and the customer relations is recommendable. 

 

My personal highlight was the farm on the roof. With 20,000 sq ft veggie production it is the largest rooftop garden in the Midwest. Those initiatives serve as brainstorming and lead to a more sustainable and responsible handling regarding our earth. Sustainability is not only about “green” aspects, but rather about future-thinking. How can we create a business, which gains long-term profits and offers a real social value to the customers. The best way to handle this is a detailed business plan and a transparent communication as well as customer relationships.

Herbs and vegetables at the rooftop garden

 Thank you for reading.

Stay ambitious and authentic!