CELEBRATE SERVICE

The term "service" has different definitions depending on the context in which it is viewed. As a noun, service refers to the action of helping or doing work for someone. Additionally, as a noun, service describes a system that supplies a public need, such as transportation, communications, or utilities like electricity and water. Furthermore, as a verb, service means to perform routine maintenance or repair work on a vehicle or machine; it also refers to the process of a male animal mating with a female animal. To celebrate is to acknowledge a significant or happy day or event with a social gathering or enjoyable activity. It also means to perform a religious, traditional, or cultural ceremony. Therefore, celebrating service means acknowledging and appreciating the actions or processes conducted by individuals or groups to achieve an organization's targets or goals. It is a time to recognize the efforts made to provide customer satisfaction.

Why Celebrate Service?

Every business is known by the service it provides to customers. The quality or standard of service rendered to a customer determines whether they will revisit the business or not. Furthermore, it influences whether customers will inform others about the services and the kind of message they will pass on to others. Research shows that only 4% of customers complain to prompt service improvements, while the remaining 96% use the service they receive to decide whether to continue doing business and may even discourage others from patronizing the business. Adequate and objective analysis of the standard and quality of service rendered to customers is crucial and worth investing in.

Benefits of Celebrating Service

One of the major motivators for internal customers (staff) is appreciating their efforts, no matter how small. When celebrating service, management must acknowledge the various parameters that contributed to the organization's growth during the review period. This allows staff to see the impact of their efforts. Those who contributed to the organization's growth are motivated to do more, while those who did not meet expectations are stimulated to improve and receive recognition next time. Celebrating service creates an opportunity for organizations to identify parameters and indices that contributed to their growth. When done objectively, it fosters healthy competition among staff, promoting a passion for excellence. It also demonstrates how teamwork can lead to excellence, as staff understand how their individual efforts contribute to collective growth.

Growth and development are continuous, and focusing on sustainability is essential. Celebrating service helps build on gains, bringing celebrated services to the forefront and encouraging staff to continually improve. The reward for good work is more work, providing opportunities for staff to excel. Making celebration of service a culture is crucial for organizations seeking to grow and compete favorably.

To establish this culture, organizations must recognize that celebrating service benefits not only staff but also the organization as a whole. Rewarding those who contribute to improved service quality is strategic and can be financial or non-financial. A staff member's picture can be showcased at the front desk, highlighting their accomplishments. The selection process should be participatory, effective, and transparent, involving staff opinions and inputs. The winner(s) may come as a surprise, but the celebrated service must reflect the characteristic features.

In conclusion, celebrating service extends beyond staff, units, and departments, driving organizations toward their goals and improving customer satisfaction through enhanced standard and quality of service. By celebrating service, companies increase the value of their investments and attract more customers by using quality service as a marketing tool.

Dr. Bright E. Oniovokukor