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WHAT IS BLACK EXCELLENCE IN SERVICE?
GOOD SERVICE SHOULDN’T DEPEND ON WHO’S WORKING THAT DAY.
Black Excellence in Service™ is an 8-week program for Black-owned businesses ready to set a clear service standard and make sure their team knows how to carry it.
Your product can be great. Your service has to match.
“JUST GIVE GOOD CUSTOMER SERVICE” ISN’T A STANDARD.
Your team needs to know what good service means in your business.
How do we treat people here?
How do we respond when something goes wrong?
What do we do when a customer is upset?
What do we expect from our team even on a bad day?
Black Excellence in Service™ helps you answer those questions and put the answers into practice.
THE EXCEL FRAMEWORK™
THE METHOD BEHIND THE STANDARD.
E —
X —
C —
E —
L —
Establish the Standard
Create the standard your business will live by.
eXecute the Experience
Deliver the experience intentionally.
Communicate with Excellence
Every conversation represents your brand.
Elevate the Recovery
When things go wrong
Your standard shouldn’t
Leadership protects the culture.
Culture protects the experience.
Lead the Standard
WHAT WE WORK ON
SERVICE STANDARDS
Set the expectation.
CUSTOMER EXPERIENCE
Look at what customers actually experience.
DIFFICULT SITUATIONS
Know what to do when things go wrong.
TEAM BEHAVIOR
Address communication, attitude, and emotional control.
LEADERSHIP
Make sure someone is protecting the standard.
WHAT YOU LEAVE WITH
WE’RE NOT SPENDING 8 WEEKS JUST TALKING ABOUT SERVICE.
You leave with a service standard built for your business, clear expectations for your team, and SOPs for the customer situations your business actually faces.
The goal is for your team to know exactly what “this is how we do things here” means.
WHY BLACK EXCELLENCE?
WE WORKED TOO HARD TO BUILD THESE BUSINESSES NOT TO PROTECT HOW PEOPLE EXPERIENCE THEM.
Black Excellence in Service™ isn’t about tearing Black-owned businesses down.
It’s about strengthening what we’ve built and making sure the experience matches the excellence behind it.