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Want to know what separates top organizations from everyone else?
Many organizations chase competitive advantage through new technologies, market expansion, product innovation, or process optimization.
But industry leaders understand something deeper: These advantages are temporary, are easily copied, and eventually become obsolete.
So what cannot be easily replicated?
An organization that moves consistently upward, takes every interaction to the NEXT level, creates unexpected value at every opportunity, and boasts a culture where every person, team, and department is always striving to take the next step up.
This is how you create a sustainable advantage that your competitors can’t copy. While they’re busy trying to match what you did yesterday… you’re already creating tomorrow.
Watch this clip from my 2024 keynote at the Service Council’s Smarter Services™ Executive Symposium to discover how industry leaders build this unstoppable upward momentum.
#VideoPosts #ServiceLeadership #ServiceImprovement
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Below is an Autogenerated Transcript
Now, the book that I wrote is called Uplifting Service. It’s not called Excellent Service or Five Stars, Uplifting Service. So where is uplifting service on the six levels of service? It’s not one of the words, is it? Where would you put uplifting service on the six levels of service? Turn to your partner. Ready? You got 30 seconds. Go.
All right. All right. When I say go, I just want you to yell it out. Ready? Where is uplifting service on the six levels of service? One, two, three. Go. Everywhere. That’s interesting. This is an audience that understands. These six levels of service are not stable. They’re not fixed. They’re not stairs. This thing is an escalator. It’s always in motion and it’s always going down.
Why down? You do something unbelievable for one of your clients, it will be the first time you do it because you never did it before. But if you do it again, it’s not unbelievable. You did it before, but it’s a surprise that you did it a second time. Now do it a third time, and it becomes what? Desired. By the fourth time, what is it? Expected. Then it becomes just basic. And then one day, if you don’t do it… Got it? The escalator is moving faster than we’ve ever seen it before. It’s going down.
Just some examples. You guys remember when your phone had a little keypad on it? Right. But when it first came out, it was unbelievable that you could have a phone conversation without a wire. Today, obviously basic. Remember this? Blown to bits. And then that too gets blown to bits. How about this? Already now being replaced by this.
So you’ve got uplifting service isn’t stable. It’s the moving target. It means that taking the next step up from wherever you are. That is what uplifting service means. So if right now, for example, you’ve got problems and sometimes the delivery of services just, you know, average or it’s expected, but you get up to the level that the customer prefers. That is uplifting service. If that’s what you’re doing, but now your people start to get more creative and thinking, what else can we do for that customer? How can we surprise that customer? And you get up to that level. It’s the step up that is the uplifting.
So if service is taking action to create value for someone. What is uplifting service? Let’s fill it in together. Say it with me. Go. Uplifting service is taking the next action to create more value for someone.
