One night, after a family visit, the kids and grandkids all piled into the car for a stop at Dutch Brothers, a coffee vendor we had seen but yet to try. We pulled up and the service person immediately engaged us in conversation. He asked where we were from and when we answered, "New Jersey," had a lively conversation with my son-in-law about the state. When we ordered hot chocolate for the children, we were told they served "Not So Hot Chocolate." The kids were sold. They hate waiting for the temperature to get just right and this hot chocolate arrived ready to drink. Not only was it the perfect temperature, the straw was covered with whipped cream-the children oohed and aahed with delight. By the time we drove away, we all had a hot beverage and smiles on our faces. We thought it was such a treat to meet a great service person and discussed what we each had liked all the way back to the hotel.

"This is a case demonstration of how powerful alignment of values strengthens an organization."

The next day we went to another Dutch Brother's location-by now it was our favorite business in town. Again, we found the same warmth, fun and interest in us, along with the consistently good products. We were hooked. After several more stops around town, I knew this customer service was no accident. We found every Dutch Brothers staffed by service personnel that care about each and every customer.

When I logged on to the web site, and later contacted the company, sure enough what we had experienced came from a clear strategic intent to select and train people to give this type of wonderful service. (See Creed in Box) I was struck by how good it felt to be a Dutch Brother's customer. This is a case demonstration of how powerful alignment of values strengthens an organization. When leaders know who they are and build processes that support their values and vision, customers feel the impact.

I am often told that senior management is the problem. I hear things like, "I would be different if I didn't work for this person, or company" or "The culture won't let me lead the way I want to."

Here's the Leadership Solution. If you aren't the CEO of the company, start with the area you do influence, your department, yourself. Find out how you are currently perceived and what you can do to change the negatives. This takes courage, but it's a challenge you can meet with the right support...to make your leadership "no accident." And then, like Dutch Brothers you will have the leadership edge.

To be so strong that nothing can disturb your peace of mind.

To Talk health, happiness and prosperity to every person you meet.

To make all your friends feel there is something in them.

To look at the sunny side of everything and make your optimism come true.

To think only the best, to work only for the best and expect only the best.

To be just as enthusiastic about the success of others as you are about your own.

To forget the mistakes of the past and press on to the greater achievements of the future.

To wear a cheerful countenance at all times and give every living creature you meet a smile.

To give so much time to the improvement of yourself that you have no time to criticize others.

To be too large for worry, too noble for anger, too strong for fear, and too happy to permit the presence of trouble.

Based on the Optimism Creed

www.dutchbros.com

Donna Dennis
Telephone: 609-333-0144
donna@leadership-solutions.info