Jumat, Juli 19, 2024

What is your strategic support to build a service culture?

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Mohamad Cholid, Certified Executive and Leadership Coach  

Ron Kaufman wakes up each morning with a clear purpose: to create value for someone he cares about. He believes this is not just a business necessity, but a fundamental human one. Kaufman is a leading voice in defining what service truly means.

While attending a 10-day workshop on scaling businesses in Beijing twelve years ago, I had a brief but impactful conversation with one of the facilitators, Ron Kaufman. The workshop drew over 100 participants from around the world. Back then, my beloved mother (83), who was blind, a few years before she passed away, lived with us. Every morning at breakfast, I instinctively served her meals, with my children helping out. This experience with service, however, took on a richer meaning after meeting Ron.

I wholeheartedly agree with Ron Kaufman that service, creating value for someone you care about, is an uplifting experience. My decade-long career as an internationally certified coach has further solidified this belief. We all need to develop a service culture. This is our runway, our opportunity to thrive before the chance to live and love fully disappears. This applies to both individuals and organizations.  

Why individuals and organizations need to build an Uplifting Service Culture, here are Ron’s words: “In an uplifting service culture, people gain a deeper understanding of themselves, their purpose, their relationships, and their possibilities for today and for the future. This is where individuals and organizations can realize their full potential.” (Uplifting Service, 2012).

Through coaching, I’ve discovered, largely from my clients, that exceptional service is also empowering. It helps people and ourselves break free from limiting beliefs and biases that hinder our ability to navigate a changing world. Having clarity and enriched perspectives, grounded in our values, is crucial for tackling today’s challenges.

How can we achieve this transformative level of service?

Based on my ongoing professional development and experience from workshops and coaching engagement, I’m convinced that the Authentic Leadership Model (ALM) can be a powerful tool for developing a service culture within organizations. The ALM, which was surveyed among hundreds of executives across multinational organizations on six continents, emphasizes self-awareness, transparency, ethical behavior, and critical thinking.

Authentic leaders build trust and credibility with their teams, fostering a strong service culture. By modeling ethical behavior and honesty, they set the standard for the entire organization. This creates an environment where employees feel respected and valued, motivating them to provide exceptional customer service.

Marshall Goldsmith, #1 executive coach in the world, says that authentic leaders lead with their hearts as well as their heads, demonstrating empathy and compassion while also making rational decisions. This approach can inspire employees to be more engaged, committed, and aligned with the organization’s service goals.

Who Needs a Transformative Service Culture the Most?

As service guru Ron Kaufman suggests, a well-built service culture is not a fixed destination, but a continuous journey of adaptation and improvement. While many might assume the hospitality industry needs it the most, I believe educational institutions take the top spot.

Here’s why:

  • Long-term Impact: Hospitality businesses interact with guests for a limited duration, typically during their stay. Educational institutions, however, shape their “customers” (students) for years, sometimes even a lifetime.
  • Dual Clientele: Educational institutions have a unique dynamic. They cater not only to students (primary customer) but also to supporting figures like parents or guardians.

Therefore, fostering a transformative service culture within educational institutions has the potential for a much wider and more long-lasting impact.

In addition to educational institutions and hospitality businesses, any organization aiming to build a lasting positive relationship with its customers, clients, or the public can benefit from fostering open and honest communication both internally and externally.

Those organizations can be car rental companies, oil and gas contractors, hospitals, fitness centers, or government institutions, even police stations in district and city level.

Leaders in organizations that promote open and honest communication, where feedback is sought and valued, and where there is a strong emphasis on listening to employees and customers, need to develop certain competencies. These competencies include genuine, honest, and ethical behavior – fundamental aspects of developing a service culture.

This process, in some cases, asks leaders to unmask their ineffective behavior, dare to be vulnerable, and develop inclusiveness wholeheartedly. This can all be achieved by implementing the Authentic Leadership Model (ALM).

By guiding leaders to be clear about their values and demonstrate integrity in all interactions, the ALM fosters trust, which is the cornerstone of any strong service culture.

The question is, how do leaders ensure that the service culture within their organization is not only developed but also sustained over time?

Photo for this article by Sohaib Khan – Pexels Photo

Mohamad Cholid is Member of Global Coach Group (www.globalcoachgroup.com).

 ◼ Certified Executive Coach at Marshall Goldsmith Stakeholder Centered Coaching

 ◼ Certified Marshall Goldsmith Global Leadership Assessment (GLA 360)

 ◼ Certified Global Coach Group Coach & Leadership Assessment.

Alumnus The International Academy for Leadership, Germany.

Books:  https://play.google.com/store/search?q=senincoaching&c=books http://id.linkedin.com/in/mohamad-cholid-694b1528

Please contact Ibu Nella + 62 85280538449 for a meeting schedule

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