In this article, I want to discuss how bringing two concepts together can build momentum and create excellent customer service.  In a world often characterised by competition and individualism, the concepts of servant leadership and unity consciousness can seem outlandish.  However in reality both of these concepts align with who we are at our core.

Both concepts or states of being support higher self leadership.  They demonstrate a way of being that satisfies our inner desire to make a difference in the world. They offer a profound shift in perspective—one that prioritises collaboration, empathy, and the common good over self-interest. In a grounded practical sense, intending and living these concepts together can result in excellent customer service.

Understanding Servant Leadership

Servant leadership, coined by Robert K. Greenleaf in the 1970s, flips the traditional hierarchical model of leadership on its head. Instead of the leader being at the top, issuing commands and expecting obedience, a servant leader puts the needs of others first. They serve their team members, empowering them to reach their full potential and achieve collective goals.

At its core, servant leadership is about fostering a culture of trust, respect, and collaboration. It requires humility, empathy, and a deep commitment to the well-being of others. Rather than seeking power for its own sake, servant leaders aim to uplift and inspire those around them. When operated in its highest form, it cannot help but result in excellent customer service.

In my experience, organisations can be hesitant or sceptical about adopting a servant leadership approach.  This can be for many different reasons, but fundamentally it seems a risky alternative to a mindset which is about leading top-down.   Here are some barriers I’ve observed.

1. Misunderstanding of Leadership

Traditional notions of leadership often emphasise authority, control, and dominance. Servant leadership, which prioritises serving others and empowering them to succeed, may be seen as weak or ineffective by those who equate leadership with power and control.

2. Fear of Vulnerability

Servant leadership requires leaders to be vulnerable, humble, and empathetic. This can be intimidating for individuals who associate leadership with projecting strength and invulnerability. Admitting mistakes, seeking feedback, and showing empathy may be perceived as signs of weakness rather than strength.

3. Short-Term Focus

In today’s fast-paced, results-driven world, there can be pressure to prioritise short-term gains over long-term sustainability and well-being. Servant leadership, with its emphasis on building trusting relationships and investing in the growth and development of others, may not always align with short-term goals or metrics.

4. Organisational Culture

Organisational cultures that prioritise competitiveness, individualism, and hierarchy may not readily embrace servant leadership principles. When the bottom line is profit, servant leadership can seem to be indulgent, unless there is no other way to get results. Cultural norms and values shape behaviour and expectations, and shifting towards a servant leadership paradigm may require significant cultural transformation.

5. Lack of Role Models

I’ve always been aware that it’s hard to convince someone to make changes for the better if they don’t know what good looks like.  If individuals haven’t experienced or witnessed servant leadership in action, they may struggle to envision its effectiveness or relevance. Without visible role models or examples of successful servant leadership, it can be challenging for individuals to embrace and practice these principles themselves.

6. Perceived Time and Resource Constraints:

Some individuals and organisations may view servant leadership as a luxury they can’t afford in terms of time and resources. They may prioritise immediate tasks and outcomes over investing in relationships, personal development, and organisational culture. Certainly, there is an investment of time in the beginning as culture change can take some time, but keeping a clear vision and being determined of the end goal, that of achieving excellent customer service can help.

Cultivating Unity Consciousness

I’ve written about unity consciousness in past articles, but to summarise this level of consciousness, rooted in spiritual and philosophical traditions around the world, is the recognition of our interconnectedness and interdependence. It transcends the illusion of separation and emphasises our shared humanity. When we embrace unity consciousness, we see ourselves not as isolated individuals, but as integral parts of a larger whole.

This shift in awareness has profound implications for how we relate to one another and the world around us. Instead of seeing differences as barriers, we celebrate diversity as a source of strength. We recognise that what benefits one benefits all, and that our actions have ripple effects that extend far beyond ourselves.

I have always contended, that if we knew how connected we all were, we would act very differently, and being a servant leader would naturally evolve.

The Intersection of Servant Leadership and Unity Consciousness

Combining the principles of servant leadership and unity consciousness can significantly enhance customer service by creating a more empathetic and collaborative environment. Servant leadership focuses on the needs of others, empowering employees to achieve their best, while unity consciousness emphasises the interconnectedness of all individuals.

This dual approach encourages a culture where team members not only support each other but also understand and anticipate the needs of customers.  The reason for this way of working is not limited to getting good results for customers but from a deep desire to do the best for a part of the unified whole.

As a result, employees embody a service mindset that prioritises the well-being and satisfaction of each customer, leading to a service experience that is both personalised and deeply respectful. By fostering a workplace rooted in these values, organisations can ensure that their service not only meets but exceeds customer expectations, establishing a lasting bond and loyalty.

What follows are some very practical ways to combine unity consciousness with servant leadership to transform your approach to your workplace culture and operate from your higher self.

Internal Customer Service

  1. Promote Open Communication: Create channels for employees to voice their concerns, ideas, and feedback. Actively listen to their needs and demonstrate a genuine commitment to their well-being.
  2. Provide Ongoing Support and Development: Invest in training and professional development opportunities to help employees grow and thrive in their roles. Show that you care about their personal and career advancement.
  3. Encourage Collaboration: Foster a team-oriented environment where colleagues support and assist each other. Encourage cross-departmental collaboration to break down silos and improve efficiency.
  4. Recognise and Appreciate Contributions: Acknowledge and celebrate the achievements and contributions of employees. Express gratitude for their hard work and dedication.
  5. Empower Decision-Making: Delegate authority and empower employees to make decisions within their areas of expertise. Trusting their judgment builds confidence and fosters a sense of ownership.
  6. Lead by Example: Demonstrate servant leadership behaviours in your interactions with colleagues. Be approachable, supportive, and responsive to their needs.
  7. Create a Positive Work Environment: Cultivate a culture of respect, trust, and inclusivity where everyone feels valued and respected. Foster a sense of camaraderie and belonging.
  8. Provide Resources and Tools: Ensure that employees have access to the resources, tools, and information they need to perform their jobs effectively. Remove barriers to success and provide necessary support.
  9. Resolve Conflicts Constructively: Address conflicts and disagreements promptly and constructively. Encourage open dialogue and mediation to find mutually beneficial solutions.
  10. Seek Continuous Improvement: Regularly solicit feedback from employees on how internal processes and procedures can be improved. Actively implement changes based on their input to enhance efficiency and effectiveness.

External Customer Service:

  1. Practice Active Listening: Listen attentively to customers’ concerns and needs. Demonstrate empathy and understanding to build rapport and trust.
  2. Anticipate Needs: Proactively anticipate customer needs and preferences to provide personalised and attentive service. Anticipation demonstrates foresight and care for the customer’s experience.
  3. Be Responsive: Respond promptly to customer inquiries, requests, and feedback. Show that you value their time and are committed to addressing their concerns.
  4. Provide Clear Communication: Communicate clearly and transparently about products, services, and policies. Avoid jargon and confusion, ensuring that customers feel informed and empowered.
  5. Go the Extra Mile: Exceed customer expectations by offering additional assistance or support. Small gestures of goodwill can leave a lasting impression and foster loyalty.
  6. Resolve Issues Promptly: Address customer complaints and issues promptly and effectively. Take ownership of problems and work toward a s swift resolution to restore trust and satisfaction.
  7. Personalise Interactions: Tailor interactions to meet the individual needs and preferences of each customer. Personalisation demonstrates care and attention to detail.
  8. Build Relationships: Invest in building long-term relationships with customers based on trust, respect, and mutual benefit. Show appreciation for their loyalty and support.
  9. Seek Feedback: Encourage customers to provide feedback on their experiences and use this feedback to inform improvements. Demonstrating a willingness to listen and adapt builds trust and loyalty.
  10. Strive for Continuous Improvement: Continuously evaluate and refine customer service processes and practices to enhance the overall customer experience. Embrace a culture of learning and adaptation to meet evolving customer needs and expectations.

By integrating servant leadership and unity consciousness into both internal and external customer service practices, organisations can cultivate a culture of empathy, collaboration, and excellence that benefits employees, customers, and the broader community. The result is excellent customer service.

The Author, Christina Lattimer is a Behaviour Change Practitioner and Coach.  You can find more about Christina here.  If you would like to explore coaching with Christina then book a complimentary, no-obligation call here. 

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I help leaders develop self- mastery, helping them to become confident in their own inner guidance.

I collaborate with leadership experts, managers and HR professionals to help them get their own message and unique services and products to a wide audience.

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