About a month ago, I needed to make a change to one of my frequent flyer accounts. When I inquired at the ticket counter, I was told it could not be done locally and I would have to write a letter and jump through a few hoops.
Well, as things go, I put it off for a variety of other more pressing things. However, as I was in another airport recently and needed something else done, I made mention of my frequent flyer issue. The Customer Service agent, Martha, told me she could easily do this and take care of all of my needs in one fell swoop. Needless to say, I was pleasantly surprised and relieved to get something off of my to-do plate.
The reason I am bringing this up is because I am interested in getting an answer to the following question, “What makes some people care and be willing to sacrifice, and why is it others don’t care and are not freely willing to sacrifice?” It seems to me that if we could crack this nut, we would reach the Holy Grail of service.
Is it a motivational thing, is it genes, is it upbringing, what causes some people to care, to want to serve?
I don’t know the answer. I only know why I care. I care because I want to see others happy; I want others to feel and be successful.
Now, before you start thinking that I am going to begin talking about unicorns and rainbows, fear not. I am only getting at what I believe is the true answer to serving others whether they are customers or fellow team members of even family. It’s all about care. It’s all about compassion and a willingness to sacrifice for someone else, and the sacrifice doesn’t have to be huge, it can be a sacrifice of a little time or a little bit of extra effort. Regardless of the size of the sacrifice, it’s the willingness that matters.
Care, concern, wanting to help others and solve their problems or make their life easier, this is truly what it means to serve. Do you care? Are you willing to sacrifice? If you’re not, your employees, your children, and maybe your friends will be less inclined to do so. We all lead this effort; we all have a chance to make caring a way of life.