The Critical Decision

When the word 'culture' is mentioned in the business context, what is really meant? Most companies want to move from a present 'state' to a desired 'state'. Typically the leaders of the company have identified a need for improvement and want to instill a certain spirit among employees that is visible and tangible.

Unfortunately there are a number of customer service programs that are created, survive for a time, and pass on like the flavor of the month to be forgotten by the employees just in time for the new flavor to be introduced. Have you been to the local grocery store where the employees mouth the mantra they have been instructed to use, but do so with a monotone that lacks enthusiasm? What we are seeing here is a failure to execute.

If you were a fly on the wall in the executive suite you would hear the lament called, "If only our employees understood what needs to be done."

How can this be after so much time and energy and dollars are invested in training sessions and the obligatory power point presentation?

In the context of a culture of service the desired outcome is not merely the behavior. It is belief. The belief is: that to be a man or woman for others, brings personal satisfaction.

The leader is asking each employee to make a firm personal decision to incorporate internally the customer service disposition; based on a spiritual certainty that there is self satisfaction in doing something for the benefit of another. It is this connection that is missing when there is a failure to create a culture of service.

Most employees do not make the critical decision to please the customer because they do not believe that an employee should be a man or women for others. Lacking this, they need to at least reach the belief in self interest. Self interest teaches that there is something in it for themselves personally.

The typical healthy person invests in friendship, but does a friend come to you and offer to pay the school tuition of your child? In most cases, even the best of friends does not do this. But the customer does. When you take your next paid holiday, consider who is paying you. It is the customer that is paying you. Perhaps the next time you provide service you will demonstrate your gratitude.