Good Employees Understand the Art of Service

Good employees serve. Service is the action of helping or doing work for someone.

Organizations serve other organizations and people in some capacity. In a 2016 Gartner CEO survey, CEOs rated customer service, after growth,  as their most important priority. It has been said that in today's knowledge sharing and hyper connected society customer service is marketing. The dissatisfaction of products or service is known throughout the local industry in lightning speed and can kill your business. Attention to service is paramount and is the responsibility of each employee, not just the management. We need to master the art of service.


It was recently reported in the news that a doctor was physically removed by police after he did not volunteered to give up his seat. The airline, supposedly, was following procedure by removing the man from the plane. They may or may not have been aware of the importance of customer service when they made their fateful decision, but the repercussions of their action was swift, negative, and will last for a while. The airline settled with the doctor and issued a statement to alleviate the tension, but had the situation been handled differently, they could be a hero instead of a villain.

Sales and marketing gets customers; service keeps them. --J. D. Bayes

Companies must learn the art of service. Some important keys are:

1. Service is a philosophy that needs to be embraced by every person in the company.

Customer service is not a department, but an attitude embraced by all employees trained, empowered, and rewarded for excellent service. The passion to serve should be in the DNA of every employee.

2. Every employee has internal and external customers that they serve.

Internal customers are other members of the company that need information or assistance from time to time. External customers are those coming to exchange a product or service for money. A good employee looks to serve in any capacity needed.

3. Develop your personal "service" statement.

Similar to a mission statement, for example: "I will do my best to serve fellow employees and customers to their satisfaction."

4. The art of service anticipates the needs of those they serve.

Good service is always a step ahead. A good waitress refills your drink before it is empty. Needs are also anticipated through invention, innovation, or the addition of goods or services.

5. The art of service depends upon good communication.

To establish a culture of service, service expectation must be defined and communicated to the company. Service evaluation should be a part of every evaluation.

6. Consistency is the key to good service.

People will remember the incident of bad service longer that the times receiving good service.

7. Good service is only as good as the weak link.

Don't be the weak link.  A company can have nine employees with excellent service skills and one with poor service skills--the tenth is the lid to customer satisfaction.

In the end, its all about customer satisfaction.

I was once told by a manager that he was not only concerned about getting customers, but he was more concerned about getting return customers. Any company can get a customer, but if they do not like the product or experience good service they will not return for business. A company without returning--satisfied--customers, is a dying business.

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