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Ron: So how do we build a culture of continuously uplifting and improving service and care? 

Don: Nice. Yeah. So, I mean, I’m just going to try and tie some of these pieces together, right. Because I- you know, I think overall, again, to focus on kind of the broader audience here is life science focus, right? Yes. But if I kind of pull this thread, you know, kind of all the way through. So, first of all, we talked about the six levels of customer service kind of, what it takes to set up your company, you know, overall. But I guess what I would pull from these last two stories, one is kind of, this idea of, you know, look, if you- first of all, the people that you care for, you know, right now in this time and place, you know, spending a little bit of time in and trying to figure out how to get closer to people, but also trying to figure out how to care for them you know, more is important, especially right now. 

The last piece in terms of this, the I mean, you could say Johnny Appleseed and, you know, Ultimate Frisbee, but you’ve also been very much a Johnny Appleseed with regards to service as well, because you’re, you know, teaching people, you know, routinely how to- how to, you know, focus on that as well.

I just think it’s important for our listeners to kind of take that away from this conversation that, you know, I mean, ultimately, you know, we could be talking about Ultimate Frisbee or spending time in a hotel room with our spouse with six steps. But at the end of the day, being able to care for one another and being able to spread kind of the, you know, broader message of, you know, what it takes to sort of be in service of people is important, especially right now. 

Ron: I agree with you completely, Don, and I would say that for anyone listening to this, we need to take seriously at this period in history that attending to and caring for other human beings’ well-being is something that wasn’t necessarily the conversation of successful customer service. We’re supposed to just delight the customer. Now, this issue of, you know, delight and excitement, maybe the amaze can come a little bit later.Maybe now they need to know that there’s an authentic human being there that genuinely cares about their well-being. So that’s the external customer service side, that’s also provided for by the internal service environment. 

So those six levels are just one of the tools of an entire architecture to help organizations look at: how do we improve the quality of service that we provide externally, also internally, but also how do we build a culture of continuously uplifting and improving service and care? 

I think that is really the much larger challenge for the future.