Below are my "program notes" for our daily conference call that's not a conference call about the Overall Satisfaction (OSAT) of our customers. I will share my notes here each day...and please know that these are my notes - although basically fully written out. When presenting this material during the call that's not a call I will change, modify, cut, add to the text!
The OSAT Renaissance Project
Episode #1
November 10, 2014
Good Morning and Welcome to the very first episode of The OSAT Renaissance Project…The Overall Satisfaction Renaissance Project…The ORP…
ORP - hows that for putting an acronym, OSAT inside another acronym - ORP - The OSAT Renaissance Project!
Well…Welcome
Many of you - in fact most of you do not want to sit in on another conference call.
I get it…I get it…
That is why this is not a conference call - it is an episode…a show…a podcast…a program…whatever you want to call it but just don’t call it a conference call
Now if you insist on calling this a conference call just know that this is not going to be your granddaddy’s conference call…oh no…
actually who knows if your granddaddy ever even sat in on a conference call.
I did a little bit of research and the best I can tell is that the first conference call took place in 1956 - not counting party lines for those of you who know what they are but I digress…this isn’t 1956, it’s 2014 and this is not a conference call
It is The OSAT Renaissance Project Episode #1
Why are we here?
Because we have to lead OSAT higher…that’s right…I said LEAD OSAT
I didn’t say push OSAT
I didn’t say Drive OSAT
I am not a believer that we can PUSH OSAT
I am not a believer that we can DRIVE OSAT although that is one of our favorite words - drive something…drive results
I am certainly not a believer that we can punish our way to OSAT. That seems counterintuitive to me.
We have to LEAD our way to OSAT
So if you don’t get anything else from this 1st episode of The OSAT Renaissance Project…just get that out of it…that we have to LEAD our way - the way!
And we are all leaders - anyone listening today is a leader.
Why are we doing this?
Well..because our OSAT is stagnant. And you know what stagnant is…
Stagnant water just sits there and breeds bugs and nastiness and disease! It’s just not good for anyone and that’s why you drain ponds and swamps and stuff like that because it just gets nasty.
Our OSAT scores are nasty and stagnant.
We’re sitting at 58, 59 and an occasional 60 for our 30 day score and we just need to do better.
We’ve got to lead the score higher.
And why do we want to do that?
Because OSAT should be our highest priority - our highest focus…that seems like common sense. I know some of you are thinking “why do I have to be on a call about OSAT when we have so much to do?”
Because our customers are the reason we have a business. Without customers we won’t have that business to run. We want Highly Satisfied customers because they will spend more money with us. Right? We’ve seen the stats - so let’s turn every customer into a HIGHLY SATISFIED customer…a most loyal customer.
So…OSAT Renaissance Project - why the name?
Renaissance…Renaissance means a “Re-Birth” it is a Cultural Shift and that is exactly what we need in District O - a Cultural Shift…a re-birth in terms of OSAT.
We have to rethink the way we do stuff. We all have to be on the same page - aligned - or the shift won’t happen.
Think about it - the Renaissance did not happen because one guy decided it was going to happen. It didn’t happen because 24 guys came together on the medieval version of a conference call and talked about it…No…it was because a movement of many sparked a cultural shift throughout the entire population. Exciting times back then!
It this can be exciting too!
OSAT can be exciting. To me it’s the most fun thing about our jobs - engaging with our customers. And that’s what we want to do…engage and lead the scores higher!
We can do this!
It is possible but we have to re-think…have a re-birth…have a cultural shift toward Customer Satisfaction.
So as we start this new thing I want you to think about something. Think about when you first started at Kroger because I’m going to challenge you to go back to start. No…not like in the board games where you landed on a square and you said, “Arrrggh…I have to go back to start!”
No what I’m asking is that you go back to start in a good way. When you first start anything you are probably very excited. Again, think back to when you first started at Kroger - no matter what position it was you were excited. “I got a new job. I am so happy. I can’t wait to get started. I’m going to change the world!” Or when you first were accepted into the management program, “Wow, I’m a manager now. I can’t wait to make an impact. I can’t wait to change my store…I am going to change the world!” Or when you first became Unit Manager, “Finally…now I can make stuff happen…now I can change the world!”
I am asking everyone who is listening to tho episode, this show, this program to go back to start on OSAT and change the world!
And grab the excitement of when we first started and grab that motivation that made you say, “I’m going to go do stuff…I’m going to make stuff happen.” Because that’s what we do - we make stuff happen.
The OSAT Renaissance Project - a re-birth -a cultural shift.
How is this show going to work
Well..this week you will mainly hear from me and maybe a couple of other people but next week you guys out in the stores will take over a portion of the program.
Yup…you guys get to participate.
The way this is going to work is that each day a different store will speak about a subject on Leading OSAT. I will send out an agenda sometime this afternoon that will lay out the shows for next week. On this agenda I will list the days of the week and next to the days of the week will be a store number - a different store number for each day. This will be the store presenting on that particular day. Say for example the agenda will show Monday and store 214. This means on Monday someone from 214 will have to present during the episode on a topic pertaining to OSAT. I will include suggested topics on the agenda but you do not have to use the suggested topics if you do not want to. You can talk about whatever you want to as long as it is related to OSAT and helps us all LEAD the score higher. On Tuesday another store will present…on Wednesday another store…on Thursday another and so on and so on…
So basically every 24 days you will get to present.
So once we get this rolling the episodes will flow like this…I will open the episode then turn it over to a store. The store does their bit and then it comes back to me and I will introduce other guests, present some other materials and then close the show.
I am not looking for the shows to be very long. I know it is a big concern for many of you how much time we will take everyday but we will keep it short.
Sort of like our mini-huddles! Short burst of great information, energy and excitement!
Everyday…Everyday….Everyday…
Why everyday I heard from some. But you know what?
Anything that can make you better don’t you want to do it everyday?
Anything that is fun and exciting wouldn’t you want to do it everyday?
That is what the OSAT Renaissance Project is going to be. You are going to want to listen to it. You need to listen to it!
I can’t do Jack Nicholson but maybe you got the reference.
My mom used to always say - and I mean always…
You can do anything you want as long as you want to do it bad enough
So let’s go do this. Let’s make stuff happen!
An OSAT Renaissance!
It’ll be fun and informative
I’ll see you tomorrow
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