Henry County Pillars of Excellence
2023 Henry County Government 140 Henry Parkway McDonough, GA 30253
Spring
Henry County – Employee Training Customer Service and Pillars Workbook | pg. 2
Roadblocks
Recent Survey Responses / Impact on Internal Customer Service
● Cross department relationships are weak; we need to get to know how other departments work and get to know the people in those departments.
● Unclear expectations when other departments ask for assistance.
● Not all employees communicate in a timely, accurate and courteous way.
● Not all employees serve coworkers in a courteous, knowledgeable and timely manner.
● Henry County managers do not recognize employees well for doing a good job.
Other Roadblocks
● Inflexible policies
● No authority to act or make quick decisions.
● Lack of skills training
● Lack of resources
● Poor communication inside our team
● Confusion on priorities
● Scheduling
● Poor processes
Henry County – Employee Training Customer Service and Pillars Workbook | pg. 3
● Lack consistency of process
● Not on the same page
Henry County – Employee Training Customer Service and Pillars Workbook | pg. 4
Breakout Question Communication
❑ 56% / Henry County departments communicate with the public in a timely, courteous and accurate manner
How can our department improve the timeliness, courtesy and accuracy of our communication with the public?
Recognition
❑ 82% / It motivates me to perform at my best when I am recognized for providing outstanding customer service
❑ 45% / Henry County recognizes employees well for doing a good job
How can leaders more consistently recognize employee excellence?
Henry County – Employee Training Customer Service and Pillars Workbook | pg. 5
Henry County Pillars of Excellence
Fundamental beliefs, concepts and principles that underlie the culture of an organization. Values guide our decisions and behaviors.
Fiscal Stewardship: We will act in a way that protects Henry County assets and tax revenues and invests them for the future wisely.
Integrity: We will be honest, fair and include others in our collaboration.
Service: We will serve and care for others’ needs before our own; the citizens and team are first.
Accountability: We are accountable to each other and those we serve.
Collaborative: We will be open-minded and work together to make things better and learn each day.
Which pillar will be the most difficult to live out and why?
Henry County – Employee Training Customer Service and Pillars Workbook | pg. 6
The Manager’s Role
● Promote the “Pillar of the month” at your weekly meetings.
● Encourage one staff member in doing great with these ideas weekly.
● Talk about how you see yourself and the team not performing well.
● Will ask “Did we live out our values last week?”
I’m on Board!
Henry County – Employee Training Customer Service and Pillars Workbook | pg. 7
you! Henry County – Employee Training Customer Service and Pillars Workbook | pg. 8
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