The Service Profit Chain
My starting point is the Service Profit Chain – it is the foundation of my view on the service industry.
Many companies are managed by the principle of firefighting. In companies the indicators – or fire alarms – can be key ratios, monthly balance and annual accounts. You take the temperature of the last link of the chain. Profit and growth is the last step in a process or chain. If you wish to influence profit you actually have to start at the first link of the chain. This principle is called “the Service Profit Chain”. It’s a well documented theory and model of the relations that lead to extraordinary results in service companies. The hospitality industry use a concept we call ‘the Pressure Cooker’. It refers to the job related pressure that middle managers are exposed to when they have top management on the one side and employees on the other side. Theservice profit chain helps people to navigate in the pressure cooker, and this is the basic WHY I use the Service Profit Chain in almost everything I do.
GROW Leadership
GROW Leadership is a training course based on action learning as methodology and Service Profit Chain as theory. I combine the two to create situations and environments whereby participants can combine learning with doing. It creates wonders.
Talent Development
Talent Development is an essential tool for every company that wants to be constantly progressing and strengthen their position in the market. I offer facilitation of training programmes in small and medium-sized companies that lack resources to establish big educational programmes. The focus of a talent development process is to encourage the company to think strategically in order to identify, develop and maintain talent. The goal is to create a long term focus on the talent development.
Service By Design
The world is full of people with the most beautiful intentions. But it’s just no good if you can’t realise the intentions. That is why we have developed specific training modules bases on the theori of Service Profit Chain and the method of Action Learning which ensures that the participants not only understand what it takes to create a fantastic service company – they also learn to do it in practise. To get to this point you have to see service as a whole and focus on the culture and and systems that motivate and influence the behaviour of the individual.
Action Learning
Action Learning is an informal learning proces that develops over time and is based on real problems. Action learning is a continous learning cycle which anchors the learning in our memory. My experience is that it creates dynamic and enthusiasm among the participants in a proces that strongly leads into the future. I use Action Learning in basically all that I do. All the learning processes that I facillitate have Action Learning as the main structure of the learning process, whether it be short term or long term learning programme and regardless of the number of participants. I base the particular Action Learning proces on the specific need for development in the company.
Keynote Presentations
If you need a quick overview of what’s happening on a particular subject, an energizing kick off to your meeting, or just a dosis of vitamins for your team. Give me a call and I will tailor a fun and energizing keynote presentation to match your requirements.