Sometimes, it is really great getting surprises. My 0ld friend, Frank Navran, emailed me the other day saying that he had used my name and ideas in an article and asked if it was okay. He had actually published the article already so I guess he was not asking for permission! (That is fine by me, actually. Nice to have good, trusted friends out there!)

It was on ROI – not Return on Investment but Return on Integrity. Frank writes quite well and has used my ideas before, so I opened up the file and was surprised and pleased. It’s nice knowing that one has left some legacy and some impacts with the efforts that we give so that is another real positive for him in sending this to me.

This is one of the clearest posts I have seen on the theme of leadership and integrity and how they impact business and people. You can click on the link below to download the article.

Navran on Customer Service Maturity Model and Integrity

The article is about Frank’s personal experiences as a manager and consultant and how integrity has been such a strong factor in the success of his clients’ organizations and the driving force for repeat business. Frank builds on my simple and straightforward concept of Service Maturity and talks about building loyalty among both employees and customers.

The model has three levels, each of which builds on the other, from left to right:

Simply put, there are three levels of service, each of which needs a strong foundation of the other. The first is the effective processing and handling of transactions, the second is the meeting of expectations and the third is about care, working to exceed expectations and build customer loyalty. Meeting expectations is fine but if someone finds it cheaper, they can be lost as customers.

I think that you will find Frank’s writings on integrity to be most interesting. Frank has been working with performance leadership and ethics for the past 20 years and is well known for his ideas and effectiveness.

The permission to post is from Frank Navran and is as follows:
© 2011 Navran Associates, © 2012 Society of Corporate Compliance and Ethics

You can read more about building service profitability and engaging employees in a lot of other posts, but you might find this one of interest:

Improving Service Profitability by Engaging Employees

My work with customer service improvement started back in 1980 and it is somewhat disappointing to see that we have made a good bit of progress in the processing of transactions in so many organizations, but not as much as one would hope in meeting or exceeding expectations. Those few that seem to get it do quite well in the marketplace.

Most of my recent writings have been about general workplace performance and productivity themes, being less focused on service quality. The issues overlap greatly, since it is hard to care for customers if you don’t feel the boss cares for you.

You might also like this article on People as an Asset:


For the FUN of It!

Dr. Scott SimmermanDr. Scott Simmerman is a designer of team building games and organization improvement tools. Managing Partner of Performance Management Company since 1984, he is an experienced presenter and consultant.

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