How engaged is your workforce in times of crisis? Have you helped them define what success looks like? Have you defined what customer success looks like? In this episode, Dale Shaver, Director of Waukesha County Department of Parks and Land, reveals how his organization’s investment in culture has paid dividends during the uncertainty surrounding COVID 19. While people are feeling anxious and overwhelmed by change, Dale encourages leaders to be empathetic, trust your team, and make the best decisions you can. 

This episode addresses questions, such as:

• How can you make decisions when you don’t have all of the information? 
• Why was customer service and employee engagement a priority? How did that help people prepare for the impacts of COVID 19?
• How can you avoid communication fatigue?  

Recommended Resources: Cascading the Building Blocks of Service Excellence, Leader Connection Questions, Boost the Employee Experience, Analyze the Employee Experience