CHAPTER 7The Service Zone
When was the last time you experienced amazing hospitality? Do you have a favorite restaurant, coffee shop, or bar where the server knows your order by memory? Is there a specific hotel or hotel brand you book each time that welcomes you back by name? Or maybe the local pediatrician took your call at 2:00 a.m., calming you in the middle of the night in a time of need and distress? How about the organization's HR department? Does a person stand out for spending that extra time with you to ensure the medical plan you chose met your family's wellness needs?
Whatever moment comes to mind, each of these hospitable experiences shares a common theme. They all leave you with a feeling, a sentiment that makes you feel special and comforted. This energy of warmth comes from the heart and is a beautiful gift that stems from level four energy, the service zone.
Service Zone Qualities: Hospitable, Caring, Problem‐Solving, Empathetic
Individuals whose leading energy stems from the service zone focus their attention towards caring for others. In fact, those who lead with providing service gain energy when they can assist others around them, making this one of the most desirable energy levels for organizations to seek in their people. Why? Customer service expert Shep Hyken explains it best: “The one statistic that matters most is if the customer comes back.”1 When you experience something exceptional, these moments stand out, making you want to return. Each time ...
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