April 22, 2019   |   Company culture
Recently, we got a call to do a thorough cleaning – including
all walls in the house with a wet sponge. The customer’s story was – her child
would be coming home from hospital after a major operation and the child
absolutely would need a sterile environment during recovery period.
Hearing our customers’ unique motives or stories for choosing us – lead to understanding. When our actions and work arise out of that understanding, some alchemy transforms our work.
Almost always, the work done by our team evokes happy feelings and positive vibes among our customers.
It is a big thing for us, when the smile in our Logo – extending from our staff to our customers - gets reflected in our work.
That explains the genesis of Service with a Heart as our tagline.
We focus our energy to make our logo and the tagline pave our path and culture at Service Square.
‘Heart’ is the essence of our tagline. Each alphabet in HEART represents a word conveying deep meanings. Like children in a nursery school chant words representing each alphabet, somewhere in my mind, this chant rhymes every now and then:
H for Hear
E for Empathy
A for Art
R for Rituals
T for Transcend
H in Heart stands for Hear - to understand.
A few days back during my conversation with a customer in her home, I discerned from
the customer’s words the story behind her call to us. So much of effort, love
and pride have gone into the making of her beautiful home. She wants her home
to look at its freshest and best at all times.
This morning, our team visited another house. The customer, a young man, is getting married in a fortnight and is keen the house he would move into with his wife will be a clean dwelling place.
To understand the customers’ stories, it is important to hear them out. Once their real motives are clear, the next step is to design the services that would meet their individual narratives.
One-size-fits-all type of services make little sense.
That is why at Service Square we rarely confirm cleaning of a home or office without an inspection. The number of staff to be sent and the cleaning materials to be taken are determined during the inspection.
After understanding customers’ unique stories, adherence to the following processes help us to deliver service with a heart.
I was on the subject of hearing to understand. There is a beautiful passage in Saint Exupery’s The Little Prince about understanding, seeing or hearing.
“It is only with the heart that one can see rightly; what is essential is invisible to the eye.”
Harvard marketing professor Theodore Levitt shares the same idea in a more prosaic way:
“People don’t want to buy a quarter-inch drill bit. They want a quarter-inch hole.”
Delving into why they need the quarter-inch hole may reveal more
stories and insights. Which will lead to the right answers and solutions.