The best example of extraordinary service for your employees will always be the way you treat them. The Gallup organization has research that says, “There is a direct correlation between employee and customer satisfaction.”
Whether leading a business, a church a home or a team, leadership is all about serving people. Every time you interact with an employee, you as a leader have an opportunity to demonstrate exactly the service culture that you desire for your organization.
Here is a list of service expectations that you would expect from your employees and that they should expect from you as well.
- Do be friendly and personable. MBWA (Management by Walking Around) Greet anyone you come in contact with within ten feet of you and smile and speak to each employee.
- Do exceed their expectations. Don’t ever only do only what is expected of you and very little else. Above and beyond should be the rule for how you serve your team.
- Do have a “Yes” mentality. Look for ways to say yes and not no. If the answer must be no, tell them and do your best to help them understand your reason for no. Don’t ever make excuses
- Do take pride in what you wear and dress professionally. Your people will rarely dress better than their leader.
- Do put others first. When you become a leader, you give up your right to think about yourself first. Leadership is always about others first.
- Do give them all credit for victories.
- Do choose your attitude. You set the tone for outstanding attitude. I had a new employee ask me once how I was always in a good mood. I told her it was my choice and I chose to be.
- Do connect with your people. Listen, Learn and then Lead.
- Don’t ever ignore a coworker. Once again, Listen, Learn and then Lead.
- Don’t ever argue with a coworker. Even if you are right nobody wins, particularly the next customer.
- Don’t be condescending or arrogant. Treat your coworkers as people on the same level or as your equal.
- Don’t publicly criticize.
- Don’t disrespect their time. The new hires time is as valuable to the new hire and the CEO’s time is to the CEO.
- Don’t be inflexible. When possible, be flexible. When it is not possible, explain why. Make people feel like a valued part of the team and that they have input to their situation.
- Don’t be average . . . If you are the leader there are traits that make you above average. Do your best to be that each day.
- Don’t stop learning and growing. Keep an open mind. Once again Listen, Learn and then Lead!
Recently I was with John Maxwell and he told a group of us that when someone thinks of themselves first, they’re immature. They’re selfish and that’s okay when you’re a small child; however, it’s not okay when you’re 35, 45, 55, and you haven’t figured out that it’s not about you yet!
The phrase “Servant Leadership” was coined by Robert K. Greenleaf in The Servant as Leader, published in 1970. In that essay, he said:
“The servant-leader is servant first… It begins with the natural feeling that one wants to serve, to serve first. Then conscious choice brings one to aspire to lead. That person is sharply different from one who is leader first; perhaps because of the need to assuage an unusual power drive or to acquire material possessions…The leader-first and the servant-first are two extreme types. Between them there are shadings and blends that are part of the infinite variety of human nature.“
“The difference manifests itself in the care taken by the servant-first to make sure that other people’s highest priority needs are being served. The best test, and difficult to administer, is: Do those served grow as persons? Do they, while being served, become healthier, wiser, freer, more autonomous, more likely themselves to become servants? And, what is the effect on the least
I would love to hear your comments and thoughts on this subject.
Contact me to find out more about how I can work with you and your team to develop a culture of excellent service.