Who do you serve?

Bill often tells the story of a waitress who showed him how Deep Service works. He had been called in to give a restaurant chain a workshop on service. As he waited in one of the restaurants to meet with the owner, he watched one of the waitresses as she went about her duties. She spoke with an older couple, and a table of twenty somethings and with Bill. At each table she seemed to work differently. When Bill asked her about these differences she said simply. “There are different needs. For the older couple I act like a good grandaughter to make them feel at ease and comfortable. For the table of twenty somethings, I sit with them and make them feel like they are at a party and that I am all for it. And you seemed lonely, like you’re missing home. So I suggested comfort food.” She knew she was right on all counts and Bill knew that here he had a story of how Deep Service works at its very best. It’s all about empathy and meeting people where they are. .

Every industry is a service industry. Every life is a life of service on some level.  An illumination and a celebration of this deep truth is at the core of this Deep Service keynote. Whether at work, in our community, or in our home life, we do, in fact, as Bob Dylan says “serve somebody”. At work we serve our company, our fellow employees, our clients, our community, our society and our world. At home we serve our families, our neighbourhoods, and again our society and the world. The depth and quality of this service is directly affected by how we see ourselves as being “in service”. Perception drives performance.

In his Deep Service keynote, Bill explores the meaning of the word ‘service’ and how it has been diluted in the common marketplace. We end up having to say, “good” service, “bad” service, service “over and above.” Which is why Bill coined the term ‘Deep Service’ to describe that service which is based in empathy and ultimately “love.”

Using stories from a lifetime working with companies, organizations, associations and governments, Bill illustrates the key issues involved in Deep Service. He explores the interpersonal neuropsychology behind such things as ‘mirror neurons’ and how Deep Service is infectious in a very good way.  Bill looks at the role “empathy” plays in Deep Service and he contends, empathy needs to be the most important consideration in business and society in the 21st century and beyond. That’s why Deep Service also explores the idea of servant leadership in your specific context.

Bill says “We are all interconnected and ‘Deep Service’ is a way of celebrating and enhancing that interconnectedness.” In a world where it seems like conflict and feelings of alienation dominate our culture, Deep Service bridges the gap and allows for a richer experience of our own humanity and the humanity of others. Whether it is an internal customer, an external customer, or our colleagues – connecting with ‘Deep Service’ makes for a richer more productive and happier personal and work life.

This keynote is a call to the Deep Service we all so need.