A Lesson From The Bunker

During a recent round of golf with my wife Cynthia, she laid her sand wedge down on the fringe of the green before preparing to putt. As it is easy to forget clubs once we lay them down on the course, I started to thoughtfully remind her to pick it up. Suddenly I changed my mind, simply picking up the club and returning it to her.

I seized the opportunity to serve.

This simple statement—and seemingly inconsequential gesture–represents an exciting new vision to build a Culture of Service throughout Barry-Wehmiller. While we continue to believe outstanding customer service is crucial in business, we believe our opportunities to serve transcend our relationships with our external customers and extend to anyone we have an opportunity to serve. This adjustment in our view about service to others is in total alignment with our vision of measuring success by the way we touch the lives of people. Our new commitment to a Culture of Service challenges us to recognize the countless service opportunities with which we’re presented each and every day.

This new vision is not what I expected when I challenged our Organizational Empowerment Team to look at the way we dealt with our customers–in my view, those who provided us the opportunity to be in business.  I felt like our relationships with our industrial equipment customers were too transaction oriented and needed to be more relationship oriented. After all, if we truly wanted to live our foundational vision of measuring success by the way we touch the lives of people, shouldn’t our Truly Human Leadership culture be extended to the relationships with our customers? The team answered my challenge in ways I had never anticipated, with an end result that far surpassed my expectations.

While most companies view a customer as external to the organization – one who pays for goods or services – the team wrote a different definition. They avowed that anyone becomes a customer at the moment we have an opportunity to serve.

At first, I hesitated. Why such a broad definition? It seemed a bit strange…I should think of my colleagues, friends and family as customers? They reminded me that we often treat those to whom we are closest far worse than we would ever treat an external customer. Is that really how we want to behave? What disconnects does that behavior create within our organization? And don’t those disconnects ultimately get in our way of serving our external customers?

The team created a vision to build a Culture of Service within Barry-Wehmiller such that serving others became a natural, seamless part of our daily lives. They developed a course for our Barry-Wehmiller University to open the hearts and minds of our organization to the world of service opportunities not seen before. While my initial goal was focused on enhancing our relationships with our external customers, the team delivered a result profoundly more powerful to all our customers—internal and external alike. In striving toward a culture of service, we aim to seize every opportunity to serve and, in doing so, increase emotional connections that cultivate better relationships thereby offering ultimate service to all. In other words, touching lives through our business.

Our Culture of Service professors are working hard to drive this new vision deep into the organization through the classes they teach. The response has been exciting—from the subsidiary president who expressly endorsed the course as a key factor for his business’ success in the coming year, to the aftermarket customer service representative who is more aware of her outside salesperson’s needs, to the dad who is getting greater cooperation from his spirited son since learning to view the issues through the boy’s lens. We’re well on our way to a culture in which we are inspired daily to take action to meet the needs of everyone.

As leaders, we need to be more mindful of the myriad customers within our sphere of influence. We should seek and then seize every opportunity to serve. It may be as simple as picking up a golf club.

Truly Human Leadership is found throughout Barry-Wehmiller Companies, where Bob Chapman is Chairman and CEO. A $2+ billion global capital equipment and engineering consulting firm, Barry-Wehmiller’s 11,000 team members are united around a common belief: we can use the power of business to build a better world. Chapman explores that idea in his Wall Street Journal best-selling book, Everybody Matters: The Extraordinary Power of Caring For Your People Like Family, available from Penguin Random House.

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3 Comments on "A Lesson From The Bunker"


Guest
Barry Newsome
4 years 3 months ago

Being part of the procurement team I find we are often in a position to serve others in and out of our organization. We serve production by making sure we have required materials to meet schedules and deadlines. We serve engineering by helping them find information to enhance our products. We also serve our suppliers by supplying them with complete information on what our needs and expectations are. A culture of complete communication from within our organazation can and will keep everyone one on the same page and reach the goals we layout before us. We do with pride and selflessly.

Guest
Dan Aude
4 years 4 months ago

I have recently completed the Culture of Service Class and it has truly had a positive, lasting effect on me and my daily work. As with all of the courses I have taken offered by BW University, first and foremost I really enjoy getting to know co-workers whom I see and interact with daily, in a non work environment and get to know one another on a human level. That in itself is rewarding and helps improve my daily work life. Working in Customer Service and interacting with external customers every day, the culture of service class opened my eyes to all of the team members who help me be successful when servicing our external customers.

If you have the opportunity to enroll in the Culture of Service class offered by BW University I highly recommend this class as we continue the journey.
Dan Aude

Guest
Sesh
4 years 4 months ago

Culture of Serving others selflessly is one of the foundation steps for empowerment. I read it somewhere ” To give real service you must add something which cannot be bought or measured with money, and that is sincerity and integrity”.