Service should be fun
Service is like learning – it must be fun!
Think back to your last memorable, positive, service experience. I bet it produced a 'warm' feeling that you link with enjoyment. This evoked perception is the fundamental key to service – and most organizations miss it.
Transmission of information – communication – allows us to share our sense of the world. Science does it with fact whereas art does it with more emotionally based messages. Both have important roles in creating our culture but I believe that 'business' has gone too far down the scientific path and tried to treat customers and employees like predictable and controlled experiments of cause and effect.
This dehumanized environment ignores the emotions that shape our actions. Attempts to rationalize a purchase decision ultimately get derived down to a 'warm and fuzzy feeling'. Try really justifying why you bought that last car or saw that particularly film!
These emotional levels of cognition, also influence our receptivity and attitudes. A learner retains complex information much more readily and effectively if the associated environment is enjoyable. Likewise, the provision of service is more likely to happen in a positive atmosphere.
The in-flight cabin crew that has a laugh will be judged the better service providers when compared with those of identical actions but without the humour.
So, take a minute next time you have the chance to observe a service environment. Are the providers obviously enjoying their work? If not, I guarantee you have lower than optimum service levels!