Eye on Service is a Blog Essay series that critically looks at the service industry and offers simple and constructive methods for businesses and readers alike to improve the levels of service delivered to their customers and guests every day.

The word “service” has many meanings depending on its use and context. The New Grolier Webster International dictionary has listed more than thirty applicable definitions: Those that I find most interesting include “an act of helpful activity, the rendering of assistance, and employment in any duties or work for another or others.” This alone tells us that as human beings we are all engaged in some type of service in our daily lives.

In the business setting service often implies “customer service” and has been the subject of untold books, lectures and complaints to newspapers such as this one.

Why then the need for another blog about service? The answer is in the simplicity with which ordinary people like you and me, whether in business or at home can make meaningful differences in the quality of our experiences with each other through the development and fostering of a service driven culture.

Some of the areas that can be positively affected by an improved service culture include:

•    Growing your base of loyal customers by meeting and/or exceeding their needs

•    Reducing your cost of attracting new customers by keeping existing customers

•    Building your customer base through positive, unsolicited word-of-mouth referrals by satisfied customers

•    Increased revenues and ultimately profit and/or value for your shareholders

•    Increasing the value of your brand or business

Eye on Service is a common-sense look at everyday ways that we can make a difference in delivering the kind of service that will meet and even exceed our customers or guests expectations.

Author’s By-line:

Sheldon Keens-Douglas is a hospitality professional and has held management positions at leading hotels and resorts. He holds a bachelor’s degree from CornellUniversity’s School of Hotel Administration. He is the founder of SPEAK Inc.-A service management consultancy.