Supporting Your Service Keystone

It was an antique stone bridge over a lazy river that you might hike a few miles to see.  The road to the old bridge had been re-routed so its only access was by canoe or on foot.  Nearby was a small wooden shack that looked like something from the movie “Deliverance.”  A gray bearded man sat in the rocking chair on the small front porch.

“My grandfather built that bridge,” he hollered to us.  Getting closer, we learned more.

“He carved every stone by hand,” he continued.  He pointed his finger at the large wedge-shaped stone at the peak of the stone arch supporting the road bed.  “That there stone is called the keystone; it keeps the bridge from falling down.”  We were about to walk away when he suddenly added his punch line, “But, its them stones lined up on either side of it, that lets it do its job.”  On our hike back we commented on how many aspects of life relied on a keystone that was made effective only by the unsung hero stones lined up on either side of it.

The keystone of service is the core offering you provide.  Your Realtor gave you confidence in a real estate purchase or sale, but it was his or her new vehicle or depth of knowledge that supported your confidence.  The pilot in the cockpit gives you assurance of flight safety but the tone of his or her voice during turbulence makes the assurance work.  Consider the influence of a security guard without a uniform or the hospitality of a waitress without a smile.  Your keystone of service is very important.  It is also important that you take care of the “service stones” that support it.



About Chip&John

Chip R. Bell and John R. Patterson are customer loyalty consultants and the authors of several best-selling books. Their newest book is "Wired and Dangerous: How Your Customers Have Changed and What to do About it."
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