Service Shifts

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?




Transactional or Relational?

Transactional is taking orders, processing materials, and enforcing rules or procedures.

Relational is meeting a need, asking and knowing, and providing solutions.

Transactional can be short-sighted.

Relational sees the whole picture.

Transactional says “the rules are rules.”

Relational says “I see where an exception may be in order.”

Transactional says, “Thank you for shopping or placing that order.”

Relational says, “Thank you for placing your trust in us or partnering with us.”

Transactional is easy.

Relational is hard.

Transactional is clean.

Relational is messy.

The “I’ll be right there” people

Recently I noticed an interesting group of people. These people interact with those around them in a noticeably different way. These people differ in a lot of ways. Some of them are in business or sales, some provide a service, others are just friends to others.

They have one distinct common characteristic: they are “I’ll be right there” people.

“I’ll be right there” people are people who understand the larger relationships at stake, no matter what their role. “I’ll be right there” people answer the call for help or service to meet a need. “I’ll be right there” people help others despite their job description or their pay scale. “I’ll be right there” people are not put off at your request, they see it as an opportunity to connect with you instead.

Imagine the result when your clients consider you an “I’ll be right there” consultant.

Imagine the result when your customers consider you an “I’ll be right there” salesperson.

Imagine the result when your employees consider you an “I’ll be right there” boss.

Imagine the result when your communities consider you an “I’ll be right there” citizen.

Imagine the result when your kids consider you an “I’ll be right there” parent.

Imagine the result when your friends consider you and “I’ll be right there” friend.

Today, instead of just imagining what it would be like, listen for the next request and simply reply…“I’ll be right there.”