We are all service providers

But wait - what if we are all service providers? And what if we are all customers at the same time? No matter what function or industry we work in. What if we had the following basic attitude: everyone I deal with is my customer - and I am a service provider to all of them.

This attitude would naturally turn managers into service providers for their teams. Employees would thus become service providers for their managers and for colleagues in other departments who are affected by the results of their work. It would turn any form of leadership and cooperation into a service.

Convincing numbers

Sounds nice, right? But what's the point? Well, a service or service-oriented basic attitude throughout the entire company has many advantages. It can even be a real factor for success and differentiation.

American author Daniel Goleman (Emotional Intelligence, Focus, etc.) has examined the so-called service factor, which is mainly characterized by an attitude of kindness and helpfulness across the company. He found that the business results of companies increase by one percent on average if the service factor rises by two percent. It should be emphasized that this service factor applies to all categories of employees working in the company - not just those who are in direct contact with external customers.

And it seems important to me to point out that this refers to a Western-style understanding of service, in which service is generally provided at eye level. As for example, the employees of the renowned Ritz-Carlton hotel chain have made it their motto: "We are Ladies and Gentleman, serving Ladies and Gentlemen." This, in contrast to an often asymmetrical and sometimes almost submissive understanding of service in other cultures.

Try it out: as a manager or as an employee, try to go through your company for a few weeks with a consciously chosen service attitude. Besides the more obvious aspects like kindness and helpfulness, the creation of clarity and orientation or addressing conflict can also be seen as a service.

And then, observe how the quality of your relationships and the commitment and engagement of those you interact with, will change.