THE HEART OF SERVICE …

Recently, I have been fortunate to witness the dramatic dichotomy in the concept of ‘service.’ Service professionals and companies oftentimes speak in terms of the ‘quality’ and ‘level’ of service extended to clients, customers and prospects. If you listen closely the use of the word or the manifested action is but a thinly veiled disguise for them to convince you to buy or utilize their products or services. Their real motive is transparent regardless of how well they try to mask it; and we, the consumer, have become immunized to such a degree that we expect it and are cynical when we truly experience ‘world class’ service.

A few years ago, I was attending a Tom Ferry “Summit Event” and he was outlining how real estate agents become wildly successful. He started by outlining the ‘mindset’ necessary to be a successful agent/broker – “you must possess and embrace the mind-set of world class service.” Later I read a great short story entitled “Raving Fans” written by Ken Blanchard. Over the years, I modified my understanding of the “mindset” of service and now believe it is more a “heart set of service.” People that truly resonate with this practice don’t necessarily ‘think’ about being of ‘servitium’ (Latin origin of the word service – ‘slavery’), but their desire to serve others comes deep from within them – it is them! From the deepest part of their being they create an experience for everyone that crosses their path that outlives the moment. One such person is Tom Ferry – when you watch his energy, passion, and authenticity in how he affirms the greatness in each person he connects with, you quickly understand the ‘heart of service.’

Thinking about this concept my mind immediately went to the following analogy. Have you ever walked along the beach at sunset, and when you finished your stroll someone asks, so how was your walk? You answer; oh it was great - very peaceful. Then on another day, you walk the same beach along the same route, but it is a totally different experience. You notice the red and orange hue of the sunset on the horizon glancing off the white ripples of the ocean as the water caresses the warm sandy beach underneath your bare feet. You begin to hear the symphony that surrounds you in the rhythm of the waves, and the birds singing in the background while the cool breeze gently brushes up against your body. You suddenly become aware that you are a part of something ‘bigger’ than your collective experience. In that moment you capture an experience in your ‘minds eye’ that truly affects your perspective of life and its meaning. It has the power to change your life; days, months and years later you are able to relive that experience. You can actually see the colors, feel the breeze rub up against your body and hear nature’s symphony. When you compare the two walks you realize that they occurred on the same beach and under essentially the same sunset; yet they were dramatically different experiences. That is at the heart and soul of the dichotomy of this concept we call service. One is a saying or sales pitch (service professionals and companies all have some component of the ‘unique service’ they promote in their sales pitch as they sell their product or service); and the other is an experience created that envelops you and potentially alters your perspective, and tangibly comes alive in your mind’s eye at a future date. The later experience truly contributes to your life in a tangible way – the experience and intersection adds value to your life.

This dichotomy is so dramatic for me that using free-word association my mind conjures up the following terms to describe both examples. The service contained in a sales pitch is all about competition, fear of loss, scarcity and conditional offers (I will provide something of value to you in return for some form of payment or consideration). The experience of service is synonymous with servitude (subjugating your agenda for the fulfillment of another person’s desire, goal or dream), abundance, adding value, unconditional contribution, creating ‘raving fans’, etc. Tom Ferry is a living example of being from the ‘heart’ of service and how this transforms a person’s experience of his product and service; and ultimately why he is the fastest growing real estate coaching organization in the country.

There are countless examples of how individuals and companies create this experiential concept of service for its clients, customers and prospects. One that comes to mind is Nordstrom (for those on the East Coast, Nordstrom’s is a high-end clothing retailer headquartered in Seattle, Washington – founded in 1901, and today is approximately 8.0 billion in revenues with over 50,000 employees). They are famous for their customer service – individual attention created by their ‘professional shoppers’ extended to all customers, free delivery, customer follow up, return policy, brand quality, employee training, friendly and informed sales staff, etc. They create an experience of shopping that is noticeable as soon as you walk through the door. Nordstrom is not the cheapest retailer, but its customer base is extremely loyal. Personally my family will not shop anywhere else for clothes, unless the item we want is unavailable through Nordstrom. Nordstrom has created its brand around the concept of ‘raving fans’ by adding value to every customer intersection across every area of its business.

But that is not all … don’t limit the impact of this monologue … I believe that this concept of service and contribution is at the soul of each one of our intersections with people – whether it is a loved one, family member, friend, peer, or chance encounter. Resonating from the “heart” of service and contribution is taking the time, energy and awareness to contribute in some positive way to another person’s journey. This concept is better explained through the use of a parable. When a starving person is found on the road we have the choice of giving him/her fish; or we could take the time and energy to show this person how to fish. The first feeds the person and temporarily takes away the hunger pains of the moment; the second teaches the person how to feed him or herself forever. Which is of greater value, contribution and service? A genuine, timely affirmation of the gifts and talents of another person is capable of changing their life, contributing to their journey and feeding their soul forever. Being that person or that company truly makes you unique and creates a special experience for every person who crosses your path.

Question: How have you contributed to another person’s (whether it be a loved one, friend, stranger, client, prospect, peer at work, etc.) experience from the ‘heart’ of service lately? As a consciously aware person, the opportunity to positively contribute to the life of another person is endless and can take on many different forms. So as we move through our week the challenge is to be of service and contribution to those in our life!

I hope you enjoyed the reflection, and take the time to consider how you can contribute to another person from the ‘heart’ of service. Most of all I hope you make it a GREAT day and week!! If you wish to read all the other Monday Morning Mojos written for you, then visit: http://mondaymojo.blogspot.com. As always, I welcome and encourage your feedback and your reflections (please don’t hesitate to share your thoughts with me). If I can be of service to you or your friends, please let me know. And, thank you for your continued support and inspiration … each of you are a cherished gift that enriches my life in ways you will never understand … Thank you!! Jim Peys