Below is an Autogenerated Transcript

Care isn’t the same thing as service. And you know, how are they different or how are they connected? Hmm. Well, you could see how they’re connected. If you want to serve someone, you want to create value that contributes to their well-being, then you’re really set up to go the next step in terms of showing that you care about their future. And this, I think, is absolutely becoming more apparent, more obvious, and more essential for success. For example, someone could work at a company and say, “Well, yeah, they give me good service, I get paid well, I have good equipment to work with. You know, when we are in the office, they might even pay for my lunch. You know, we have parties, I get promotions, I have interesting work. But do they really care about my future?” Well, then it would be career development, conversations about evolution, and the development of my potential. Maybe it’s providing me with a great mentor. Maybe it’s giving me some excellent coaching support and services. Maybe it’s putting me on teams with people that I wouldn’t otherwise meet or giving me an opportunity to do an international posting. I mean, those are not things that necessarily are focused on “Getting the job done.” That’s just the service. That’s the future. Now, think about that in terms of our customers. They come to us with a request. They have a particular interest. We negotiate a deal. We have an agreement of what’s in the contract, the specifications, the, you know, the requirements. But then we go to the next step, which is “Hmm, given that you’re my customer and you want me to do this or you want me to do that, I’ll commit to doing that for you. You pay me, we’ll do it. But why did you ask me? What else might you be interested in? What are you really concerned about?” Well, from my side, the service provider, I could get my team to think about you as our customer, and maybe we should make some recommendations. Maybe we should offer some suggestions. Maybe we can ask, “Let’s have a conversation to explore possibilities for the future.” Well, the customer didn’t ask you for that. But if you were the one that does that with and for your customer, you’re going to stand out from all the competition. And of course, when they’re interested in that future, who’s the first person they’re going to talk to about, “Could you help us actually do that?” That’s the whole idea. Now you have concern for future well-being, but it could even go in both directions where the customer also wants the service provider to succeed and grow. Why? Because we’re sharing a future together, and that is a true partnership.