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What does it mean to be a service leader in an organization that is committing itself to differentiate from the competition by building an uplifting service culture? A culture where everybody’s taking action to create more value for somebody else, whether it’s an external customer or an internal colleague in the same department or another department. That roof is the place where I put leadership at the top. I put it there because if there is a leak. If you have a great foundation and you put all the building blocks in place and you create a solid culture but the roof leaks what happens to the house. It rots, damages and eventually collapses and falls down.

So let’s take a look at this issue of service leadership, your role, your job. The seven rules of service leadership. Now leadership can be expressed at any level. You don’t have to be somebody who’s the managing director or the CEO or the executive vice-president in order to take the lead in service. Why do I say that?  Well, certainly people who are in that position have a lot of ability, a lot of authority, a lot of role positions to be able to lead the organization. But is it also possible for someone who’s at the frontline to take the lead in responding to a customer situation? And say “I’ll be your champion for that inside the bank”. Is that possible? Absolutely and they don’t need to be the boss. Is it possible for anyone to take the lead in setting the mood for their department for the day? Right. Can’t you just deliberately walk in one day and say “Good morning, how are you? Nice to see you”. Now people may think you’re a little strange. But you could actually take the lead. You don’t need to be the leader in order to take the lead in service. Very very important point. Now the seven rules of service leadership are specific behaviours that I’ve noticed great leaders of service organizations consistently do. And here’s what the seven are: let’s take a look at them and then you’ll have a chance to discuss them at your table. So number one, declaration is what makes new things possible. In the United States, it was called the Declaration of Independence. When somebody says “I now declare you husband and wife” it changes the world. When the judge says “guilty is not guilty” it’s a declaration. So a leader in an organization like yours needs to be the one who declares “service is now a top priority”. Well, that’s important when you’re looking to change the culture of an organization that has been known for sales or has been known for speed or productivity or has been known only for product innovation or operational excellence or safety. Any time we go to work with an organization that wants to shift and become differentiated and known for outstanding service culture then the senior leaders have to make that a clear declaration.

Watch the rest of the session here https://youtu.be/LK-EXP6xZPI