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Business today is more competitive than ever. This makes setting yourself apart from the competition more challenging, and more important than ever.
For decades, I’ve helped clients build exceptional service cultures. Because a strong service culture gives any organization a tremendous competitive advantage – one that can’t be copied or commodified.
But service is changing and the organizations who stay at the forefront of that change are laying foundations for long-lasting profitability and market success.
So what change is coming to the world of service? Leading organizations are transforming their service into a vehicle for authentic care. Service is taking action to create value for someone else.
But more and more people and organizations are serving with care. With a genuine concern and commitment for the future well-being of their customers, employees and communities.
In today’s turbulent and complex world, care is not just necessary for your organization’s success. Care is necessary for the success and wellbeing of everyone touched by or involved with your organization – including our shared environment.
Because where would your organization be without the people, communities, and environments that it depends on??
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Below is an Autogenerated Transcript
Let’s go deep with this. We’ll go fast, but we’ll go deep. What is service? Service is taking action to create value for someone. Okay? That’s a definition I wrote. It’s been the foundation of a 30-year career as a service expert. Service is taking action to create value for someone. And that correlates to a top line revenue or a spreadsheet of some sort or some score, okay, ranking, etc.. What it doesn’t answer is, what makes something valuable to someone?
What makes something valuable to someone is when it contributes to that person’s well-being in their estimation. Okay, now it could be your financial well-being. You help me save money or make money or get value for my money. That’s called commercial service. But it could also be physical. You help me get better, stay well, recover. Or it could be relational. You help me and my spouse become more connected. You’re a therapist. Or it could be existential. You help me get a sense of purpose and meaning for my life and on and on.
So, if service is taking action to create value for someone, and what makes something valuable is when it contributes to their well-being, then what is care? Care is a real, genuine concern for someone’s well-being. But when we say take good care, it’s not just concern. There’s got to be action. Okay. So, it’s concern and commitment to well-being. So, if I say take good care I mean take action. You can see the relationship between service and care. And what they share is this devotion to creating well-being.
Okay. In the future world, given the ecological era in which we live, in which the world is going through the crisis that we’re living in and the geopolitical tensions that exist and the financial uncertainties that exist in the world today for humanity, I think all of us have an underlying or a very surface present concern about well-being. Concern about our own well-being, our family’s well-being and our community’s well-being. So, for example, he very proudly said, “I’m a Singaporean”, right? So, you care, I would imagine, not just about yourself, but about the well-being of this community. Okay, good.
So then you start to go back and go, “Well, who’s the service provider?” Right. The right question for the future, the question of the future is, “Who cares?” And you start to realize everybody cares. Cares about what? And then we start to expand our circle of what we care about from what I care about me like my body. I care about me like my family, my friends. I care about me and my profession. But if I have a profession, I then have colleagues that care about each other. I care about well, I could sell to my client, but do I care about my client? If I want a long-term career, I better find the clients and the topics that I care about. Do I care about my community? Do I care about my country? Do I care about the world? Do I care about the future? And so that’s really the future of service is care. And that’s another one of those domains that’s not well taught in school. Just like service is not very well taught in school. So, I think I’ve got another 30 years of work ahead.
