Service Shifts

Posted on by Carl Weber

Customers are all around us.

They are both internal and external, and have needs, questions, and requests.

Sometimes we become hardened towards them.

But not always.

Sometimes we simply fall into a routine.

They have a need, we meet it.

They have a question, we answer it.

They have a request, we follow-up on it.

Routines are not bad, they are routine.

Some routines need to be disrupted by Service Shifts.

Service Shifts are when you realize that you can provide more, and meet a need that is greater than you originally expected.

Service Shifts make you pause and ask yourself a few questions.

“Is there a greater need beyond this specific request?”

“Who else needs to know this answer I am about to send this customer, client, or team member?”

“Does this really answer their specific question, or do they need a little background?”

“What else should I be providing?”

Service Shifts happen when you discover greater needs and provide deeper solutions.

Service Shifts happen when you inform others so everyone involved understands the situation.

Service Shifts happen when you create value by building relationships above routines.

Service Shifts happen when you create trust as customers see you and your operation as a partner.

How will your Service Shifts make a difference?

 

 

 

Published by Carl Weber

Carl Weber, is the owner and founder of Carl Weber Consulting, a consulting group that helps businesses, non-profits, and individuals understand themselves, hire and manage well, and become great leaders. Carl worked in local government for more than ten years, as the Town Administrator of a few towns in NH. Once upon a time he was a search and rescue swimmer for the US Navy. Carl holds Bachelors’ Degrees in Political Science & Community Development and a Master’s Degree in Public Policy. Carl is a Certified Professional Behavioral Analyst (CPBA) and Certified Professional Motivators Analyst (CPMA). Carl regularly teaches on human factors and the relationship of behavior and leadership styles, as well as motivation, coaching, leadership challenges, and failing as a leader. His passion is to help leaders in their lifelong journey to finish well, to combat and work with their inner voice, and to live a meaningful story worth reading. Carl lives in Southern New Hampshire with his wife Amanda and together they are raising a small tribe of four young (somewhat crazy) women with the goal of unleashing them on the world to change it for the better.

2 thoughts on “Service Shifts”

  1. Love this idea. Look beyond your own customers to the customer of your customer, and seek to help them. Great comment, thanks for adding this perspective!

    Carl

  2. Well said Carl! These shifts are not just epiphanies, they can come from being more proactive with your customers. How can you help them to help their customers? When you look from a different perspective, not just you or your customers, it’s almost like a whole other dimension opens up.

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