Everyone gives service. Lots of people even give memorable service. But not everyone gives great service. My goal – giving service that rocks – every time.

Focus on being empathetic. This is my first response. It’s as easy as saying: I understand that this is important to you. I am willing to become your advocate until this situation is resolved.  Now I’ve begun a relationship and am creating an open conversation that leads to solutions. It’s never about assigning blame or finding fault. It’s always about finding common ground.

Repeat, repeat, repeat. I restate the issue as I’ve heard it. Out loud. It’s not enough to just be an advocate. I try to understand all aspects of the situation. Coming up with answers without knowing all the facts leads to frustrations and failures. Understanding comes when I know we are are both talking about the same problem. Dig deep to make sure you have all the information you need to be a help.

Solve the problem. No one wants a problem that never ends. When I have enough information, I let the client know when to expect an answer. If I have won their trust through caring and listening, they are usually willing to wait for me to give them a solution. I try to turn over every stone. Don’t just talk about it, make the effort to find an answer.

Deliver. Simple but important. I can really wow and deliver early, but more importantly, I know that it takes finding a solution to be able to deliver. The answer? It might be what they want to hear or it might not be, but I’ve created the relationship and established the groundwork to be able to give an honest answer.

Service? Memorable service? Anyone can give that. How about giving service that rocks!