Below is an Autogenerated Transcript

So I want to ask you, where is uplifting service, elevating service on the six levels of service? Elevating and uplifting your service is not one of the six levels. So where is it? Well, before you answer, I need to tell you something about these six levels. They’re not stable, they’re not fixed, they’re not stairs. This thing is an escalator. It’s in motion and it’s always going down. Not up. Down. Why do I say that? Because if you do something unbelievable, it will be the first time you do it. But if you do it again, it’s not unbelievable. You did it before. But it might be a nice surprise. If you do it after that, it becomes what they desire. “Oh, I like it when you do that,” but if you keep doing it, it becomes expected. And after a while it’s just basic. And then one day if you don’t do it, your customer is going to say, “What happened?”

And let me show you some examples. Remember this? Now, I mean, that was incredible when it first came out. It was unbelievable. You can have a phone call without a wire. And now basic. Maybe you remember this. And then it was literally blown to bits. But as of November because now we’ve all got that. The stairs keep slipping down. Even manual, analog services like physical delivery, it’s all going to change. So in a world where those stairs keep slipping down faster and faster because expectations and technology keep rising, then where is uplifting service?

Well, uplifting service has become a moving target, which means that you have to take the next step up to be uplifting your service. It doesn’t matter what level you’re at if you get to the next level. So if you’re at expected and you get to desired, that is a step of uplifting service. If you’re at desired and you start to surprise, that is a level of uplifting service. But don’t just sit there satisfied because the stairs will keep slipping down. And it may be from rising expectations or from familiarity, but it could also be from your competition.

So if service is taking action to create value for someone, then uplifting service is taking the next action to create more value, and not just for someone, but for someone you actually care about. An uplifting service culture is when every person in your organization understands this and comes to work every day ready to put this to work. Nobody comes to work any longer and says “I’m just here to do my job.” Everybody comes and says, “You’re darn right I’m here to do my job. And I know that my job is taking action to create value for other people and the culture of our organization is that all of us, every day, are always looking for ways to take the next step up to create more value for the people we serve.”