I had a flight home last night and I bought something for dinner at one of the quick-serve restaurants in the airport while waiting for my plane.

The cashier had a noticeably friendlier demeanor than you normally encounter, and then it happened…

While I was waiting for my food, the cashier, pointing to the disposable water bottle in my hand (I had carried around all day), asked if he could fill it for me.

I was stunned. I didn’t know what to say, so I silently handed it to him, he filled it up using the drink fountain behind the counter, and handed it back to me.

The point is this cashier understood that the service isn’t the food. THE SERVICE IS THE SERVICE – how well you model WHO you are and make your clients feel when they work with you.

The common PROBLEM I see in organizations is they TRY TO USE RULES TO IMPROVE SERVICE INSTEAD OF CULTURE RULING SERVICE.

Organizations have too many rules whether it’s in their performance reviews or work processes.

To help, I work with these organizations to capture WHO they are on a sheet of paper and capitalize on it. In respect to improving service, capitalizing on it means modeling WHO you are, measuring it, and rewarding it.

Result? Your organization understands the meaning of ‘the service is the service’. In other words, modeling WHO you are and make others feel IS the service.

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