What Serving Others Says

I love to pick up trash.

Whenever I visit one of our Chick-fil-A restaurants, I always like to do a little parking lot sweep to see if there's some trash lying about. Dad always taught us small things matter. We might be a big business, but it's important to understand it's a series of small things that make a company work.

Picking up trash might seem like an inconsequential thing, but it's one of those small things that really makes a difference.

I like to apply this principle to what I call second mile service. If you and I were able to sit down for some tea, I'd explain where the second mile service concept comes from. But for now, just know that it stems from the idea of serving someone by going beyond what they expect from you.

For example, when I ask folks if they'd like their beverage refreshed, I don't just return with a full cup of sweet tea. I'll serve it to them with a napkin around the cup.

This kind of service does something to people. It lets them know that you actually care about them as a person; that they possess great worth.

We live in a very transactional world. If we're not careful, we can succumb to treating people in a transactional way. And this will not do.

Leaders should set the bar high when it comes to serving people. In our rush to innovate and cast vision, we must not forget the reason for such efforts is, ultimately, to serve a person who possesses great value.

I love the Ritz-Carlton motto: "We are Ladies and Gentleman serving Ladies and Gentleman." Their profound motto sums up the reason for serving another person: because we view each person as our equal. Dignity and personal care line that statement. A change of perspective lines that statement. What if we all adopted this motto in our daily lives? How pleasant this world would be!

When we view others as deserving of time, care, and service, our perspective changes. Picking up trash in the parking lot, or wrapping a refilled drink in a napkin become gestures of love and respect; gestures that say you are worth it, and so much more.

I find when I put myself in a position to serve, I learn so much from the act and from the people whom I intend to serve. Serving draws us close to one another. It not only creates a pleasant and empowered environment among team members, but it creates a welcoming and safe environment for folks who want to sit down and have some lunch.

This weekend is a reflective time for many of us. Why don't we use it to also reflect on the value and dignity of others? Why don't we do our best to step out of the fast-paced transactional world of commerce and industry, and step into the real world of relationships where people matter the most.

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