I’m here on Sunday afternoon working on a case study and pouring through a few books that I haven’t picked up in a while. Here are a few paragraphs from one of my favorite books – Servent Leadership: A Journey into the Nature of Legitimate Power & Greatness.
There is a growing awareness and consciousness around it [servant leadership] in the world. One of the things that is driving it, as I have mentioned, is the global economy, which absolutely insists on quality at low cost. We’ve got to produce more for less, and with greater speed than we’ve ever done before. The only way to do that in a sustained way is through the empowerment of people. And the only way you get empowerment is through high-trust cultures and an empowerment philosophy that turns bosses into servants and coaches, and structures and systems into nurturing institutionalized servant processes.
A low-trust culture that is characterized by high-control management, political posturing, protectionism, cynicism, and internal competition and adversarialism simply cannot compete with the speed, quality, and innovation of those organizations around the world that do empower people. It may be possible to buy someone’s hand and back, but not their heart, mind and spirit” (Greenleaf, 2002, p. 2).
Thanks for letting me share my reminder that when we talk about customer service- we are really talking about serving. Are you serving your employees as the most important customers you have? Are you providing them with the coaching and feedback that they need to feel confident, secure and competent to serve your customers?
As we get ready to usher in a new year, it is time to consider plans for being better next year than we were this year. GOOD is just not good enough. Are you ready to WOW your employees with your leadership and your coaching? CONTACT ME for next steps on taking your journey to WOW performance.
MOMENT OF REFLECTION
Have you put the SERVE back into customer service?
Greenleaf, R. K. (2002). Servent leadership: A journey into the nature of legitimate power & greatness. Mahwah, NJ: Paulist Press.