In the book First Break All The Rules, Marcus Buckingham & Curt Coffman stress that customers seek 4 things:  “Accuracy, Availability, PARTNERSHIP & ADVICE.”   I love to give and receive great service.  However, I have to admit that although accuracy and availability seem like obvious customer service ingredients, there was a time that I had not considered the importance or the value of developing reciprocal partnerships.  Then one day a CUSTOMER asked me what he could do for me. In the moment, I was incredibly honored and completely clueless about how to answer him. It did not take long, however, for his question to spark an evolution as I learned the value of strong partnerships and in the process gained a both a mentor and a friend.  His question transformed my thinking and my results.  In the years since then, I have come to believe that while accuracy and availability are common sense ingredients in a customer driven organization, most have not tapped into the flood of benefits that come from strong partnerships and sharing valuable advice. 

 

 A little over a week ago I attended the Chick-fil-A LEADERcast event.   Towards the end of the day the CEO of Coca-Cola, Muhtar Kent; and the COO of Chick-fil-A, Dan Cathy; entered the stage together.  They clearly share a special and unique partnership that is built on a commitment to serving each other’s organizations. 

 

             Kent shared two things that resonated with me on a deep level:

1.       He shared a belief that we need better collaboration between business, government and civil society.

2.   And he shared a question he continually asks himself, “How can we be a revenue generator for our partners?”

Both of his thoughts emphasize not only his desire to be a servant leader. I believe they emphasize THE Solution so many organizations are desperately seeking.  

·      By partnering with customers, suppliers and the community they are in. 

·          And asking each other, "How can we serve you?"  

·         Knowledge and creativity is shared and discoveries are made that cut cost and increase customer loyalty, branding, efficiency and revenue.  

 

Intel asks this of their suppliers, “Take the lead, take the initiative, get involved in our operations, suggest things you can provide that will help both our strategic objectives, show us that you understand our business, and can help us improve it.” 

What kind of solutions will you create?  


  Take the Lead, Take the Initiative, Get Involved 
Discover THE Solution!