Extraordinary Service

In a staff meeting today we considered the matter of extraordinary service. We’re all familiar with bad service and we occasionally stumble across good service, but providers of extraordinary service are few and far between. In my experience, extraordinary service seems to come in part from extraordinary people who are given a safe space in which to express themselves without fear, hesitation or reservation.

Why do people fear greatest thoughts? The reasons I’ve come across include the fear of rejection, reprisals, humiliation, failure and in a strange but common twist, the fear of success. These fears don’t typically present themselves as outright fears, in fact, they typically come cloaked in garments of another color.

One I’ve heard on several occasions of late is that “I am afraid to step on the toes of those around me.” If you accept this excuse for yourself, it is quite possible that you will wait yourself into oblivion and never come to the point of releasing whatever underlying fear underpins it.

The expression of excellence brings a signature pressure to bear on that which needs to change. This pressure wave of excellence clears out that which is substandard while drawing forth that which is in alignment with its nature. Good managers watch for these pressure waves, keenly observing from whom they emanate and how they effect those touched by it. Some will rise up and others will be repelled by it and the good news is that when you understand this as a manager there is no longer need for judgment!

7 thoughts on “Extraordinary Service

  1. Colin

    I think that in many cases the excuse of not wanting to step on toes is evidence of the mistake that thinking life (and work) is a popularity contest. Popularity is something that should come from the respect others have for your integrity, not from your ability to blend in and follow the herd. Exemplary people do put pressure on everyone else, but if you get the right group of people together, you can push each other to heights that are otherwise unreachable.

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  2. As we realize that our integrity is where our excellence springs from we can take a wholistic approach to ourselves and the people around us. Here we can think large and understand why there may be constructive or destructive expressions that may arise. Here there is a place of forgiveness which allows for a new beginning for all. I appreciate sharing in the new beginnings your blog is initiating.

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  3. Mark Miller

    When it comes to giving the best in everything you do, take no prisoners and don’t be held hostage yourself. No excuses! Great post to get fired up by!

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  4. David R

    Those who provide the best service tend tgo be those who aren’t either trying too hard or making a show of it. They simply do it because it is the standard they accept for themselves. Those who make a big show of service of course tend to annoy their co-workers and set themselves up for ctiticism in various ways. Ego has many guises!

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  5. Ricardo B.

    This is perhaps the best way to enhance your work environment; step things up in yourself and maintain that degree of greater excellence, and then let that energy, or pressure wave as you put it, move about and do its thing. It raises the bar, sets a higher standard, and forces others to deal with it by coming to terms with their own behavior and changing it for the better, or resisting it and rejecting it which puts them in a very uncomfortable position. People here will start to look for anyone else around to complain, bicker or gossip to in an effort to justify their stance.
    In due time however, if the majority of the people there are hell bent on imploding, the business typically will also. The other alternative you point out is much more inspiring – if there are enough people whow aspire to greater excellence in their field, true professionals, then in due time the disgruntled will find a reason to leave and then the air is cleared. As you say, judgement happens by itself really, no need to engage in it on your own when you work with these principles.
    Once again, I’m amazed at the sheer elegance of it all. These are great tips for the aspiring manager, and for anyone else working in a group setting looking to provide theIR best. Once you catch the spirit of it, only the best will do.

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  6. Rowan

    That’s great that extraordinary service is so important in your company. It seems that this type of service is rare and I think you gave some great reasons as to why that is the case. I liked your point about judgement and that there is no need for this in a work place from a manager. If the manager is keen to be an extraordinary example, others will either follow or as you said, be repelled by it.

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  7. Doug

    Great point. All businesses thrive when they offer extraordinary service. I believe every business should consider themselves in the service industry. From the first voice they hear or face they see, the message should be “I’m glad you’re here and how can I help you?”. Anything less erodes whatever commodity or service that’s offered. If this is the standard anyone doing less will identify themselves.

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