A CUSTOMER SERVICE MANIFESTO

• By customer, mean person.
• A living, breathing person whose greatest need is always love.
• Love can be given in any job, but none more readily than customer service roles.
• The world closes functional benefit gaps - what is left is emotional. Hence -
• Love is the ultimate propositional differentiator.
• When love is given, love is also received
• What better job could there be?
• Thus there is a reciprocity of benefits for customers and staff in giving extraordinary service.
• The free flow of love can happen but not when censored.
• The very people organizations struggle to get to deliver extraordinary service are the very people capable of huge, extraordinary, world enhancing acts of love, expressed outside the work place.
• Leaders, go figure.
• To obtain extraordinary service, a leader must remove the censorship which an organization places in the way of the free flow of love.
• The greater the removal, the more extraordinary the experience.
• The greater the pressures censoring free, loving expression, the drabber the experience.
• Design can happen momentarily and individually. Routines and consistency are forms of censorship.
• So are systems, soft and hard - but where they are essential the dwellers should be the builders.
• Money is the greatest censorship of all.
• The truly great service leader will keep money out of it as far as humanly possible.
• Expert guidance in these matters is impossible. Only hearts that will open can guide what censorship can be tolerated. Expertise, professionalism, consultancy and advice are themselves all forms of censorship.
• Amor vincit Omnia.