When people experience you or your team, would they say that they received great service? We’ll explore the practical implications of exceptional service for our teams and organizations this month in our Summit Leadership theme for November 2015.
At the GLS, we are committed to helping leaders make learnings actionable. Each month, we will dig deeper into a specific leadership topic raised at the Summit.
Here’s how you can join the learning community.
We’ll cover the leadership theme every Monday on the Follow the GLS Blog with posts from trusted leaders and partners. The themes will follow the topic addressed in our most recent Defining Moments video, 30-minutes of new content from Bill Hybels released monthly in the U.S. on the GLSNext app. For team learning, take out your Team Edition and discuss this talk with your team.
The concept of great service comes directly out of Horst Schulze’s talk on Creating World Class Service. As businesses gear up for the holiday shopping season and churches welcome large numbers of visitors for Christmas, this might be a great time to brush up on Horst’s insights into the elements of the service experience.
Jesus called us to the highest level of service in the Bible. He said, “The greatest among you with be your servant.” (Matt. 23:11) Yet, while most leaders see strategy and vision as part of their job descriptions, most do not see that they have a key role in guest service. Horst disagrees. At the 2015 Summit, he challenged leaders to set the tone for great service. When Bill Hybels reflected on this talk in Defining Moments, he described how guest service at Willow Creek Community Church begins with a guest’s first impression of the campus in landscaping, and in the parking lot and then continues as they are greeted in the building.
Let’s go to our journals again this month and dig deeper into this topic. Watch the Defining Moments video here using the GLSnext app. And work through the reflection questions below.
- Think about the major projects and initiatives on your plate over the next several months. What does people-service look like in your job? List 8-10 ways that you will interact, or lead teams that will interact, with guests, clients, students, attendees or other personnel in the next month.
- In your mind, imagine yourself as a new person, experiencing interactions with your organization or team. Write down your thoughts in your journal.
- What kinds of expectations and fears would a first-time person have as they were driving onto your campus or preparing to interact with your team?
- What story does your office/facility/landscaping/parking lot/facility tell about what you are about to experience?
- Did you know where to go in the facility to find what you needed?
- Would you experience “no defect,” “timeliness” and “caring”?
- What were your overall impressions of your organization?
- Make it a team activity. Have your team physically experience your organization as a guest and discuss the questions above.
- From your list, identify 2-3 elements of your organization’s service that you would like to improve this month. What would it take to make those improvements? Meet with your team or a colleague to discuss how to make those improvements.
Great people-interactions improve our effectiveness as leaders. They also increase our abilities to attract new customers and attendees. Let’s sharpen our pencils and think through how we can improve our people-service this month.
Written by Liz Driscoll