Keeping up with the needs of employees and customers today is like keeping up with a changing weather system – it can turn at any moment.

Employees want employers to serve them with excellent employee benefits, working conditions, opportunities for growth and development, and provide them with a workplace that is positive and supportive of their wellbeing.

Customers want businesses to serve them with urgency, genuine care, basic common sense and provide them with solutions that help achieve what they were looking for.

Once upon a time, service was easy. There was less pressure and fewer expectations to meet to provide what we’d call quality service. Being responsive was simple and satisfying – both internally and externally to our organisation.

In the 21st century, however, we have become so focused on systems and speed that we have forgotten service still is, and always will be, about building long-lasting relationships with each other.

And if we look at the current customer service model it is easy to see why.

1.  The majority of businesses continue to externalise customer service as a project or key focus area, looking at dashboards and algorithms to help implement and enforce customer service strategies, labelling it like it is separate to the rest of the relationships in the business.

2.  The majority of leaders prioritise financial results and efficiencies of processes, which bury any opportunities for the less planned and unpredictable nature of human interactions and investing in relationships throughout a day.

3.  The majority of frontline employees are conditioned to follow the rules and procedures, allowing very little room for intuitive judgement in social interactions.

Today, good service is in danger of disappearing altogether behind a barrier of organisational protocols designed to achieve efficiency rather than strong, sustainable relationships and results.

Hence, good service was once about competitive pricing and quality products, but it is now about creating connection that cuts through all the noise and nice-to-haves.

We have evolved from transactional needs to relational needs, from providing commodities to finding commonalities with others.

Have you and your business evolved your approach to servcie?

Jaquie Scammell
‘Love Being in Service’

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