Photo Credit: Disney Institute
There are few phrases that change the dynamics of a conversation more than “That’s not my job.” As managers, we have probably all heard this phrase before—whether from a team member whom we’ve asked for something or, worse, from someone we work with who says this to a customer.
The phrase “That’s not my job” is typically a symptom of a deeper issue that must be addressed. Why? Because whether it’s coming from one person or many, it is probably an issue with your organization’s culture.
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At Disney Institute, we believe and teach business professionals all over the world that it’s critical to cultivate a workplace culture where employees are committed to going above and beyond.
Here are four ideas for establishing and nurturing a workplace culture where people are genuinely willing and able to provide exceptional service—even when asked for something that is not in one’s job description or standard operating guidelines:
- Hire people with a heart for service.
- Ensure that everyone understands your organization’s common purpose.
- Empower employees, and thoroughly equip them to deliver exceptional customer experiences.
- Recognize (and celebrate) when your employees go above and beyond.
Learn more about developing an organizational culture. Enroll in Disney’s Approach to Employee Engagement, our professional development training course, which exposes individuals to Disney insights, giving them key takeaways to help define and build a thriving organizational culture. Or bring our team to yours to explore and apply a full cultural transformation through a private initiative for your organization.
Think about it; what steps can you take to create and nurture a “can do” organizational culture?
About Disney Institute
As the trusted, authoritative voice of the Disney approach to customer experience, Disney Institute uses business insights and time-tested examples from Disney parks and resorts worldwide to train business leaders and professionals to help them improve their own organizations. For nearly three decades, Disney Institute has helped professionals positively impact their organizations and the customers they serve by focusing on key topics such as customer experience, leadership excellence, quality service, and employee engagement. Unique to Disney Institute learning experiences is the opportunity for participants to go behind the scenes in a “living laboratory” (a Disney park, resort, or operational area) to observe firsthand how Disney methodologies are operationalized and how they can be adapted and applied to other industries and business environments. To learn more, visit DisneyInstitute.com.