18 Service Pillars: The Basis of an Exceptional Organization

In a world where entrepreneurship is growing by leaps and bounds, there is an abundance of competition. No matter what type of business you operate there are competitors attempting to divert your customers and take your piece of the market. You need to make sure your company stands out as being different, as the best in your market. The 18 Service Pillars, or 18 Consulting Behaviors as they were known in the beginning, were developed in 2007 when CS3's management team met with long time mentor, Ed Kless. Ed introduced the idea that a series of behaviors, applied consistently by our consultants, would assist them in becoming the best of the best. We eventually came to understand that these practices would improve the performance of all of our employees. The management team adopted the behaviors as a basis for becoming and remaining a CS3 employee. Gary Crouch, President and CEO of CS3 Technology, has fleshed out each of the 18 behaviors in his book, offering anecdotes and examples, in the hope that a look inside CS3 Technology's culture will help other businesses. Among the Pillars are behaviors such as, "Focus on Delivering Value," "Under-Promise, Over-Deliver," and "Make the Client Look Good."