John DiJulius | Customer Experience Blog


The Currency for Millennials is Purpose; Mike Rayburn keynoting Secret Service Summit
June 30, 2015, 9:29 am
Filed under: Customer Service
Blame it on the youth – Due to the fact that technology has dramatically reduced face-to-face interaction, the younger generation has fewer inherent people skills than previous generations, which ultimately means lower Service Aptitude. As a result, managers and companies complain about how difficult it is to employ this new workforce, a workforce often blamed for why their companies deliver such poor Customer service. My experience has been the opposite, and it really goes against all conventional logic. First, I have found that, in my own two companies The DiJulius Group and John Robert’s Spa (150 team members), and in numerous world-class Customer service companies, a large percentage of frontline employees fall into the eighteen to twenty-five age range. Yet this same group of employees, employed at these excellent companies, deliver outstanding Customer service consistently! In many cases, the younger generation is better at delivering genuine hospitality than the previous generations, who grew up with less technology and therefore had more face-to-face human interaction. 

The purpose motive – If the younger generation grows up with less face-to-face interaction and as a result has weaker people skills entering the workforce in their early twenties, then how is it possible that certain some become world-class in Customer service? A Customer service vision statement provides purpose to your frontline employees, which is critical for having high morale in the workplace. Daniel Pink, best-selling author and the leading expert on what motivates people, shares what he calls the ‘purpose motive’, “The companies that are flourishing . . . are animated by this purpose motive. The kind of thing that might get you up in the morning and racing to go to work. So I think that we are purpose maximizers, not only profit maximizers . . . We can actually build organizations and work lives that make us better off . . . [and] that make our world a little better.” 

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