The Everything Speaks Checklist is a tool that transforms everything speaks from being merely a philosophy to being an organization-wide practice.
Regardless of how you structure your organization's Everything Speaks Checklist, here are a few suggestions for getting the most from the tool:
Put together a team (or several teams) to create the checklist(s). Having employees involved in creating the checklists increases buy-in and gets members of the team focusing on the details of the physical environment.
Train all team members on the Everything Speaks Checklist--its use as well as its purpose. As you walk the area during the training, define what qualifies as Satisfactory and Unsatisfactory.
The Everything Speaks Checklist should be completed everyday. Doing the checklist every day dramatically accelerates inculturation of the everything speaks philosophy. Doing it every date also brings a level of accountability to the process that isn't possible when done infrequently.
Responsibility for completing the checklist should be rotated amongst all staff members, including each member of the management team. Such a rotation demonstrates that everyone is responsible for the environment and helps everyone develop an eye for detail. Again, a large physical environment will require checklist for individual areas, completed by those responsible for the appropriate area. Once up and running, a checklist should take no longer than 15 minutes to complete.
Any item checked as unsatisfactory must have an action noted in the appropriate section of the form.
Completed checklists should be reviewed regularly for any trends that may appear.
Watch Dr. Abare presents the Service Excellence Standards to Flagler College.
* The Everything Speaks Checklist and Service Mapping Tool are copyrighted by Teri Yanovitch. Text used on this page is from Unleashing Excellence: The Complete Guide to Ultimate Customer Service by Teri Yanovitch.