Performance Matters Matrix - Service

Service is patient/client centric, thus its position at the center of the Performance Matters Matrix. Service is at the heart of operations because it is the purpose of operations. Service is not a matter of provider words but rather one of client experience that aligns with the highest of expectations. It is where every client experience achieves optimal alignment and where a dynamic balance is perfectly sustained.

Service is where possibility and potential is transformed by perfect provider performances. Service focuses attention on the recipient rather than the provider. But paradoxically in doing so, the unique value and integrity of the giver is recognized and rewarded.

Service is a matter of Relational Integrity in the Performance Matters Matrix. Value is predicated on integrity – that is doing what one says they will do and delivering on one’s promises. A guarantee is at the very least implied.

The Service cell is the only cell that touches every other cell in the Performance Matters Matrix. It is as they say, “Where the rubber meets the road”, “Where the talk is walked”.

With Service the focus is not on location, facility and equipment – such operational elements only create an environment conducive to service. Service is a matter of provider purpose, priorities, perceptions, attitudes, behaviors, encouragement, and skill. It is a matter of relational competency, generosity, graciousness, humility and integrity. Its hallmark is a culture of realized potential.  Service is delivered through servant leadership.

Service is not about cutting corners; it is not about compromise. Close doesn’t count.

Service anticipates. It is authentic, responsive, vulnerable, and self-correcting. It is reliably, “Spot-on”. Service "does onto others as they need to be done unto".

With Service comes the privilege and necessity of communication…

All the Best!

Bob

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Performance Builders