Service has roots in our psychology, whether we are receiving it or providing it.
Service brings us together and has many dimensions: compassion, empathy, sympathy, camaraderie, family, professionalism, manners, performance, importance, timeliness, value, patriotism, military service, customer service, emergency service, technical service, and electric power service.
My dad referred to our electric power utility as the PS Company—the public-service company. Samuel Insull referred to the industry that he and Edison fathered as Public Service.
Electric power service is fundamental to all aspects of our daily lives today because it is safe, reliable, economical, and always ready to serve us at the flick of a switch and at the speed of light.
Our industry is in business to serve our customers. Or, as Peter Drucker said, “The purpose of a company is to make a customer.” I like that, and we must take it one step further. The purpose of a business is to make a customer happy.
We will be talking about how we might ensure we’re staying true to our service-centered roots so that our businesses, customers, and world advance together.