Service-based leadership is the life-blood of your organization. In his best-selling book, The Fred Factor, Mark Sanborn writes, “The best Freds are true artists at taking ordinary products or job responsibilities and services and making them extraordinary. They are real-world alchemists who practice the art and science of ‘value creation.’” He is right. Do you have a culture of service within your organization? Here are three tips to help you turn that picture of service-based leadership into a practice.
Re-create your culture. In a recent survey by Consumer Reports, consumers revealed their most irritating customer service gripes. Topping the list? Not being able to get a human on the phone, rude sales people, many phone steps needed, long waits on hold, unhelpful solutions, and no apology for unsolved problems, just to name a few.
If you are going to re-create your current culture and transform it into a service-based leadership culture, you must change your point of view. This is done when you quit your navel-gazing ways and look at your operation through the eyes of your customers. Solicit their feedback and audit their responses and see how you measure up. Re-creating the culture within your organization begins when you shift the focus off yourself and onto those you serve.
Refocus your priorities. Service-driven leadership begins with fundamental shifts in attitudes and actions. This is characterized by making sure that your core values are clear to everyone within your organization and practiced with everyone outside of it. If your values are not clear internally, do not expect any help from those you serve because they will not know either.
The responsibility for service-based leadership rests with the leader at the top of the organization. Management expert and author Ken Blanchard said: “True success in servant leadership depends on how clearly the values are defined, ordered, and lived by the leader.” How clear are your organizational values?
Re-claim your purpose. What is the true meaning or purpose behind what you do? Evangelist Billy Sunday said: “More men fail through lack of purpose than lack of talent.” He’s right. The secret of service-driven leadership is found in your purpose. When your purpose and passions are clear so is your mission.
Without purpose you may find yourself like Alice in the fairytale Alice in Wonderland. In a conversation between her and the Cheshire Cat, Alice asked, “Would you tell me please, which way I ought to go from here?” “That depends a good deal on where you want to get to,” said the cat. “I don’t much care where,” said Alice. “Then it doesn’t matter which way you go,” said the cat.
Which way you go matters. Service-based leadership is deliberate, focused, and is crucial to your success. Service-based leadership is simply servant leadership principles lived out in the marketplace. In order to get ahead you must be willing to serve.
What do you think?
© 2012 Doug Dickerson Doug Dickerson is a nationally recognized leadership speaker and writer and is available for your organization. He is the author of the new book, Great Leaders Wanted! Visit Doug at www.dougsmanagementmoment.blogspot.com and follow him @managemntmoment