"Our main finding, put simply, is that the central issue is
never about strategy, structure, culture, and systems. All of these elements, and others, are important, but the core of the
matter is always about changing the behavior of people." -John P. Kotter, THE HEART OF CHANGE
Integrity Systems® changes
service performance by changing behavior and attitudes.
Intergrty Systems DNA
Here is how we engage with our customers: Once a diagnosis is determined, our Programs, such as Integrity Service® The Customer®
go to work to produce change.
The Customer® is a six-step system that develops
sales and service personnel by laying down a solid foundation of selling principles. These principles are reinforced over
time through practice and repetition that bring about real behavior change for success.
These six-steps, known by the
acronym G-VAL-HI, are the building blocks of the Integrity service system. This acronym stands for:
• INVITE BACK
The heart of the course is an initial 4-hour seminar conducted by a certified
facilitator using video instruction and small group discussion. It lays down all the principles of the program. Over the next
8-weeks, the participants practice the principles by focusing on a particular skill while conducting their normal jobs. This
is reinforced by recorded and print material. A 30 to 45 minute telephone or live follow-up session is conducted each week
by the participant’s manager, or a facilitator, to garner feedback and support the principles. This is where the real development
takes place as participants experience success in their world.
Some of the things that make The Customer® unique are
that it employs Discovery Learning, where questions are asked and situations created that cause people to learn for themselves.
Also, it deals with the inner issues that cause success, i.e. attitudes, values, self-beliefs and achievement drive. It is
culturally consistent employing a common language that helps communication for coaching and counseling. It fosters customer
loyalties by identifying and filling needs people have and creating value for customers.
Because the program is principle-based,
it has universal application in both the government and private sectors. Finally, it is process that is not overly complicated
with information overload, but rather experientially developed for lasting application throughout the participant’s career.