At Destinations International, we're united by a shared passion for our work and dedication to those we serve. However, our recent culture survey highlighted an area for growth: consistency in our approach to customer service. Although each team member is deeply committed to DI’s mission, the survey highlighted inconsistencies in how we connect with our members and with each other. Recognizing the need for a unified approach, we set out to craft a Customer Service Pledge that reflects our collective commitment to exceptional service. 

The Process: Engaging the Whole Team 

Creating a meaningful and effective Customer Service Pledge required a thoughtful, inclusive approach. Before the retreat, I spent time with Katie Kruft Richardson, an external facilitator and expert in customer service, to unpack the results of our culture survey. We focused on key points from the survey that highlighted the need for consistent, unified service across our team. With this understanding, Katie crafted a plan to engage the team in the pledge’s creation.

Katie initiated the process by asking each team member to anonymously share their top three elements for a Customer Service Pledge. This exercise offered a candid look into the specific values and actions each person felt were crucial. Analyzing these responses, Katie identified five areas of consistency that everyone wanted to see in our customer service. She then used these five themes to guide our group discussions, encouraging us to explore how we could practically embody these commitments in our daily interactions. Through these collaborative conversations, our team was able to bring the pledge’s core principles into clear focus. 

The Pledge:

Ultimately, Destinations International's Customer Service Pledge is a commitment to providing exceptional service to everyone, including DI members, staff, and the public. In the final version of the pledge, the DI Team chose to prioritize kindness, respect, and clear communication in all interactions. We strive to be empathetic and responsive to customer needs, while fostering a collaborative environment to find solutions. DI pledges to go above and beyond by personalizing communication and performing "random acts of kindness" to exceed expectations and create a positive experience for everyone. Read below for the full pledge.  

Actioning the Pledge: A Commitment to Growth 

With our Customer Service Pledge now officially rolled out, we understand that this is only the beginning. Our next steps as a team are critical in ensuring that the pledge doesn’t become just another document on a shelf. We’re committed to keeping the pledge visible and engaging, with plans for ongoing conversations, strategies for continued engagement, and a focus on accountability. We want this pledge to be a touchstone for both current team members and new hires, making it clear that exceptional service is part of who we are and how we operate. 

As we move into next year, I’m excited to see how we’ll build upon this pledge and truly embed it into our culture. Through these efforts, our Customer Service Pledge will not only reflect our shared values but also define our actions in every interaction.  

Consider A Customer Service Pledge for Your Organization

A well-crafted pledge can help your organization unify service standards, enhance consistency, and foster a shared commitment to delivering outstanding experiences. Whether you’re a destination organization, a partner, or a member-driven group, defining and communicating service expectations supports your team, builds trust with those you serve, and aligns your team's values and approach. Start by gathering insights from your team about what exceptional service looks like in your organization and use these to define the commitments that will guide your interactions. Remember, it takes time and buy-in to set these standards effectively, but starting the conversation can make a world of difference. I’m open to connecting with others interested in fostering consistent, value-driven service. Reach out if you want to learn more about our Customer Service Pledge or discuss our approach.