Below is an Autogenerated Transcript

How good or bad is the service you provide, who has the answer to that question? 

Let’s go back to the definition, service is taking action to create value for someone else, how good or bad is the service you provide? Who has the answer?

Right, not you it’s their point of view and you know what they don’t talk in language of KPIs and revenue flows and Net Promoter scores no no they talk in emotional language they say things like “pretty good” which is pretty good unless they say “pretty good” which is actually not bad but then if they say “not bad” that’s pretty good we need a better language so I invented something called the ‘Six Levels of Service’ which gives us a language that we can use to describe and communicate with each other about the experience of service that someone else gets from the action that we take and it starts near the bottom the word here is basic it’s the bare minimum it’s when you do something for someone but it’s late it’s incomplete, it’s impolite but eventually they get what they need and we say it like this BASIC everyone together ready go basic and that’s not where we want to be so let’s take a step up above basic is normal, its average, its standard, it meets the service level agreement, it follows expectations, it’s called EXPECTED here’s how to say this one cross your arms please cross your arms take the sound of your voice and move it up in your nose like this expected, it one more time, one, two, three expected now that’s just standard and yet the industry in the world is expecting more from us these days so let’s take another step up. 

When you serve someone the way they like it, the way they hope for, the way they for the way they desire, ah the word is called DESIRED and you say it like this please roll your shoulders back everybody here we go here we go what’s the matter your shoulders broken come on, come on, come on good morning exercise shoulders, shoulder, good, good now add the sound like this desired, we go one two three turn to your partner and tell him how well he did that.

Now, we have three levels of service- Basic, Expected, Desired.

What’s above that?  When you do something for someone that’s unexpected, and they like it so it’s like getting a little gift and they say “oh what a nice surprise”

Take your hands and go like this SURPRISING.

Now there’s two more surprises that are absolutely astonishing.

It’s extraordinary! It’s incredible!  The word we use here is UNBELIEVABLE.

What’s at the bottom? What’s below basic? What if you don’t even meet the bare legitimate minimum? It’s terrible, it’s awful, it’s horrible,it’s so bad I call it CRIMINAL

You violate legitimate, minimum expectations, you don’t do what you said you were going to do and the way to say this one is you put your hands together like handcuffs and go you did that fast, prior experience.

Everybody, together put your hands together like handcuffs a criminal, one two three, criminal one step up cross your arms and expect it come on *shoulder shoulders* here we go these are ..hands hands. So crazy fast oh that was a “basic unbelievable”.. come on SWIFT conference here in Singapore let’s give it one big unbelievable unbelievable and just for fun do it right here to the camera ready UNBELIEVABLE!

How is the service you provide?