I’ve seen some really bad examples of service and communication this year, in many areas from day-to-day retail banking (an area I have worked in) through car dealerships and restaurants and many more. It has moved me to write a few notes on this and I feel it’s an area that needs some attention. My own area of focus is HR and recruitment and I feel that this is also a sector that needs to stop and take stock of how it does in this area.
The basic statement I am making is that we need to ‘get back to the old ways’ and I’m going to try and sum it all up below and add a few things to think about:
Quality
It’s a highly used word but does it really mean anything any more? What does it stand for now? Who’s accountable? It starts with us all. Get some standards. Define it for yourself, seek it out, cherish it, support it.
Meaning
Bigger, faster, stronger, more expensive, wilder, more extravagant, more… Give your life some meaning and purpose – does it have any now? Relationships, work, experiences, evidence. Originality – thoughts, plans, new friendships… Define it for you.
Relationships
Very easy to make, very easy to break. Longevity is key. Sharing is good. Embrace the differences. Show you care. Give and receive.
Service/services
The basics are the only things that matter. Simplicity over ‘empty’ promises. Be thankful for the opportunity. Build relationships and give value. Treat those who serve you like gold. MASSIVE opportunity in getting it right.
Say what you mean
No bullshit, ever.
Be a communications ‘pro’ – listening and speaking.
The time before email and phones
People spoke face to face a LOT more. Communication was formed upon civility. Messages were written and a lot of time taken in making sure they were right. Reading and writing mattered. The world still moved forwards and the pace was acceptable to us all.
Ian Mountford 