In a world where entrepreneurship is growing leaps and bounds, there is more and more competition. No matter what type of business you operate, there will certainly be others subtly, or possibly quite blatantly, wooing your customers and muscling their way in on your piece of the market. You need to make sure your company stands out as one of the best.
Almost every company says they are the best at what they do even though a vast majority have never taken the time or put in the effort to define what the “best” really means. Seldom do firms have standards in place to really measure against.
According to CS3’ President, Gary Crouch, “a Standard is an idea or thing used as a measure, norm, or model in comparative evaluations. CS3’s 18 Service Pillars are the standards we use as our model to measure the quality of the services we provide our clients. While some of the Pillars are very specific, others are of a more general nature. Taken as a whole, they provide the parameters within which we operate, assuring the customer’s needs are the focus, not the process of team dynamics, or the personality quirks of its members”.
The 18 Service Pillars, or 18 Consulting Behaviors as they were known in the beginning, were birthed back in 2007 when CS3’s management team met with long time mentor, Ed Kless, who brought up the concept of a series of behaviors of successful consultants that would assist them in becoming the best of the best. He believed that consultants who exhibit these behaviors were the ones who stood above the rest. They excel, not only because they are experts in their field, but also because they have mastered these behaviors and embraced them as part of their business ethics. The CS3 management team quickly adopted the behaviors as a standard for becoming and remaining an employee.
The behaviors were rolled out with a flourish, branding was put in place, art work was diligently developed that embodied the essence of each defined behavior, and our employees loved the opportunity to tie their day to day activities and achievements to a specific behavior. As consultants, this validated what we were already doing for our customers and gave us an even greater goal to target.
As the years past and our culture evolved and completely embraced the 18 Behaviors, the team took it to the next level, once again differentiating CS3 from a sea of consulting firms with similar offerings. We began to not only look at ourselves and recognize our own team members for exemplifying a certain behavior, but watched and listened to our customers and identified specific actions that THEY were doing that exhibited one of the 18 Behaviors. Each month, a client was awarded a framed picture of the behavior artwork along with public recognition via press releases and newsletter stories. The clients loved the accolades and the consultants loved sharing the stories.
From there, the 18 Behaviors morphed in to 18 Service Pillars, a different name but an unchanging set of standards, and we once again put the focus back on CS3 team members since their talent, integrity and dedication to our clients is what makes us the best. Each month, there are multiple employees that provide customer experiences that stand out above the norm. Management recognizes this. Competitors recognize this. Our clients recognize this. When an outstanding action is identified, a nomination is sent to the management team for review and one team member each month receives the Service Pillar Award from the group of nominations.
Shawn Slavin, Vice President of Consulting, CS3, is often heard saying, “Quality can only be delivered when a standard has been established. CS3’s Service Pillars define our standards. Today, they are ingrained in to who we are and how we operate.”
As a client of CS3, rest assured that each interaction with our team will encompass these 18 Service Pillars:
The 18 Service Pillars defines CS3 and what we stand for. They are part of the overall vision and mission of the company They are the way CS3 does business and the way the CS3 team members live life. They are what makes our company great. They are our true differentiator.
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