Service

            Recently, I have been giving some thought to the concept of professional service.  We have all received good service and poor service, and typically, we notice only poor service.  Most service is like McDonald’s: it is consistently mediocre, so we know what to expect, and we don’t give it much thought.  In some situations, service may be impeccable and correct, but sterile.  And in other situations, the service may be friendly and engaged, but not very sound technically.  In both of these cases, we do not walk away with the “wow” factor. 

            On rare occasions, we receive such exceptional service that it becomes almost indescribable.  We reach a state of awe that only becomes fully realized in retrospect.  We are carried through an evening, or an event, or a weekend, or even crisis, where every need is met, every desire is fulfilled, or every fear is assuaged, and yet, we don’t even know how it happens. 

            What are the most basic elements of this type of service?  If you were to distill it down to the most essential components, regardless of the situation or environment, regardless of the venue, what would those be?

            I believe that there are three essential elements: presence, anticipation, and structure, of which the first two are primary. 

Presence refers to the ability to be fully in the present moment with the person in front of you.  This means that regardless of what is happening around you, physically, mentally, or psychologically, the person in front of you is the center of the universe.  Everything revolves around them for as long as you are engaged with them.  That person should feel your complete focus and awareness.  You may be pouring a glass of water, chatting about the weather, resolving an issue, making a suggestion, or explaining something, but regardless of what it is, they have your total concentration. 

Anticipation is foresight.  Foresight to recognize and fulfill a need before a person knows that they have it.  This takes skill and active projection.  It requires (again) that you remain fully aware and present in your surroundings, and have a strong sense of the interdependence of things.  “Interbeing” is how Thich Nhat Hanh, the renowned Buddhist monk and teacher, refers to it.  Every action, every object, every thought even, is interrelated. Exceptional service anticipates the need of a guest, before they ask or even feel that need. 

Proper anticipation begins with planning.  Envision the result that you strive for, and then build the path to get there.  Once you have created a path, consider Murphy’s Law: what could possibly derail your plan?  Then modify.  Then plan contingencies.  And then, most importantly envision it all from the perspective of the guest , because that is really the only thing that matters.  Once a plan is in place, then everything else depends upon being present, being aware, and responding rather than reacting.  Adjustments will be seamless and effortless.  With exceptional service, your guest will never sense the effort or the shifting conditions.

I consider the structure to be the supporting component of service.  It is the procedures and the actions, which provide the framework to achieve presence and anticipation.  Structure can vary to the situation, but the mechanisms, whether they be the policies and procedures, or the physical arrangement, or the protocols for behavior, dress, and action, should be designed to foster the desired results, and only the desired results.