Gratitude Service Economy Process
Imagine the concept of business just got proposed and two level 5 managers, one with a passion for manufacturing and one for services where asked to figure out:
- The intention for the relationship between people, business and communities.
- The result from the intention of relationship.
- Why this result.
- Quality standard for the result.
- The essential steps for the most straightforward process to achieve the result that has no negative impact on the health of people and communities.
Their response was, everyone is in the business of designing customer and work experiences that advance a current experience standard. The intention for doing work is to deliver customer and work experiences that strengthen the sustainability of the relationship between people, business and communities.
The result from this intention is that work is a way to practice being a decent person. The reason for this result is that our families, businesses and communities cannot get enough decent people. The quality standard for the result is an increase in the supply of level 5 managers.
The reason for this standard is that the supply of level 5 managers is the essential scarce resource to be managed by any economy process. The supply of level 5 mangers directly determines the quality standard for the way customers and employees are seen and treated by their managers and for the management of the supply of natural resources and the environment.
Clarify the customer
In a Gratitude Service Economy advancing my standard for brand experience is my customer, instead of a person’s agenda being the customer.
The esssential process steps in a gratitude service economy for designing customer and work experience that spark gratitude are:
- Identify the customer concerns that ignite your passion for excellence.
- Clarify your inspired brand experience standard.
- Identify the ideal range of customer result you can be excellence at.
- Identify your ideal service and customer mix.
- Design your ideal customer and work experiences.
- Manage customer expectation.
- Manage business expectation.
- Advance your brand experience standards for excellence.
Profit is a process tolerance
All processes have a result, the experience of achieving the result and process tolerances for quality. In a Gratitude Service Economy, profit is a process tolerance rather than a process result or the intention for the relationship between people, business and communities.
The essential purpose for a profit is to create funds for:
- Reinvesting in people, business infrastructure and the community,
- Creating new services or product to respond to evolving customer concerns
- Advancing your standards.
To create work experiences that sparks gratitude
The essential process tolerance for customer and work experiences are less than 2 per cent of a person’s time and creativity energy are spent on managing:
- Disconnection,
- Confusion,
- Frustration,
- Redoing work created by amateur managers or the work processes.
- For products the tolerances relates to quality, usability and reliability.
Essential to design a office or retail space that sparks connection
A desire to return: In looking at your space what do you see or feel that inspires the customer’s desire to return.
Trust in brand excellence: What do you see or feel that inspires the customer to believe we will provide excellence service.
Grateful to be here: What do you see or feel that inspires the customer to feel they are grateful to be here with us, and that we honour our space and take care of it.
Transition from their day: What do you see or feel that helps the customer feel grounded so they can transition from the stresses and problems of their day to be present.
Customer intention: What do you focus on when listening to the customer to clarify their intention for the why they are here and why that intention at this time.
Customer experience: What do you see that occurs during the customer’s visit that says we care about them as a person and what helps them re-enter their day with gratitude.
Choose a location: Consider the existing neighbourhood context; to spark connection that positively impacts both individuals and communities.
Greatest accomplishment is to be decent person
In summary, the Gratitude Service Economy Process is built from the view that I am enough and I do not need more things to live wholeheartedly. Indeed, I need to clarify and focus on the things that spark my passion for excellence and gratitude for my customers and work.
The intention for this approach toward work is for work to be a process for practicing being a decent person. People are at work for 8 hours a day, what better place than this to practice becoming a level 5 manager. Spending your days taking care of your customer and leaving them and what every else you come into contact with in better shape then before meeting.
At the end of your working day, take that energy home to your community and family, the energy of doing work that provides a sense of meaning and purpose to the relationships in a our lives. When you know you are enough, you are open to gratitude, kindness, empathy and compassion guiding you through your day.
- Raymond Robinson