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A lot of the conversations about customer service focus on the service provider. But the service landscape has evolved. It’s no longer enough to think about service in this limited way.
Customers, employees, and communities expect MORE from the organizations they choose. They want to work with organizations that prioritize care, relationships, stewardship, and well-being.
And that means we need to be thinking about service partnerships. Because service is a two-way street. We provide service that creates value and care for the future well-being of the customer, and the customer in turn creates value and care for the future well-being for us.
Once we understand that the relationships between provider and customer are symbiotic partnerships, we can truly begin to uplift one another. That makes for long-lasting relationships and customer loyalty. And in a world that is changing rapidly, those relationships are the key to lasting business success.
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Below is an Autogenerated Transcript
Our industry, the hospitality industry or tourism, is often known as the service industry. And were often termed as service providers. So, from what you’re saying, Ron, We’re no longer service providers, We are caregivers, care providers, which introduces a slightly different angle on what is expected from each and every team member and manager and executive in our industry. And owner and investor and travel agent and tour operator. Right. We’re all in this together. The idea of service provider isn’t quite accurate, I would say, for the world that we’re in and the world that we’re developing, I’d call us all service partners. That there are things that we can do with and for each other that make life work well. Back to my Frisbee spirit of the game. So, for example, the phrase “customer service” actually has two parts. One is the service provider, but the other is the customer. And that person can also take action that will create value for the well-being of the service provider. Giving a compliment. Making a recommendation. Pointing out something to a manager. Giving a referral. Telling a friend. So, I really think in this world of service that we’re growing into, all of us together on the planet, it’s not so much who’s the customer, who’s the provider. As it is, how do we flourish the service partnerships that we live in together?
