Providing Client Service
Service Brings Its Own Rewards
Desire to Provide Good Service
Welcome to to Providing Client Service
Apart from advances in technology that have speeded things up - technology which would have come to us anyway - has there really been any significant change in attitude on the part of the majority of us to give "better service" to our clients?
I wonder, for the desire to provide good service, like the desire to do anything, good or bad, stems from an Act of Will. And such Acts of Will must come, in the case of any organisation, large or small, from the many: not the few leaders who generally propose such noble goals.
The will to do something is the intention to do something
The will to do something is the intention to do something. And the strength of the intention is rooted in the ability to "pay attention" to that intention. That is, the ability to follow up with continuity on what one has willed.
Intention is never enough by itself. We may will ourselves to give up eating chocolates when a particular box is empty, or will ourselves to give up smoking when this particular pack is finished but, if we do not pay continued attention to these goals and consistently mean it, we will surely replace the box of chocolates and the empty cigarette packet with full ones at the earliest opportunity. We will fail.
Love and Service
Will, then, implies the "continued monitoring of our intentions," to the best of our ability. Something not easy. It involves ongoing concentration.
M. Scott Peck, the well-known American psychiatrist and best-selling author states in his book, "The Road Less Travelled," the following definition of Love (and Love is, whether we realize it or not, the foundation on which good service is based) "Love," says Peck, "is the will to extend one's self for another's spiritual growth."
To plagiarise Peck's definition, and extend it to involve the concept of 'good service,' I venture the following definition" Good service is the will to extend oneself for the purpose of nurturing another's physical, emotional, and spiritual wellbeing.
The will to provide good service, to provide clients service, means doing things that involve work
The key point here is how far one will willing to extend oneself for another: what we are prepared to do. For in providing service we have to do things. And doing things involves work.
Moreover, good service involves more than just doing work. It involves doing the work gladly, willingly, joyfully: not begrudgingly. Management can coerce subordinate staff into providing service. They can bribe and coax staff to "lift their game" with rewards (providing they do it consistently and equitably enough not to lose credibility) but Management have to Convince staff to make the effort to change their characters - if they want those staff to perpetually and willingly (i.e. lovingly provide ever-improving service) For to truly change attitude one must change character. And the will for such change can come only from the individual himself or herself.
The willingness of providing client service, to help as best we can, stems from what sort of person we are. It comes from within, from our character. We need to be willing, glad to nurture another's physical, emotional and spiritual wellbeing. If we are, then as surely as day follows night, good service will arise naturally, spontaneously, making the giver as happy as the one who receives. A case of happiness all round. And isn't that what we all want?
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