(This post is an updated version of a post from Repos November, 2010)
This past weekend, I traveled to the U.S. Military Academy at West Point, NY to watch a soccer match between Lehigh University and Army. While the twelve hours of driving generated enough content for a dozen blog posts, one particular incident stands out. It exemplifies the absolute devotion to service – a Service Mentality – that’s ingrained within the Cadet Corps.
Before the game, we parked on the side of a road overlooking the majestic Hudson River to set up a tailgate picnic. We wanted to text our location to some friends who’d be meeting us, but we didn’t know the name of the road we were on.
At that same time, a lone cadet was on his morning run, coming down the hill in our direction. As he approached, I asked the cadet:
Me: "Excuse me – can you tell me the name of this road?"
Cadet: "I don’t know, sir, but I will find out. I’ll be right back."
He ran 300 yards up the hill to read the name off of a street sign, then doubled back to tell me the name of the street:
“Sir, you’re on Callum Road.”
He literally went out of his way to be of service to a complete stranger. This Service Mentality that’s ingrained in the minds and spirits of the Cadets at West Point is the same Service Mentality that creates Customer Experiences which make companies great.
What can you do in your world, to exhibit that Service Mentality?
Here's a list of 12 specific tips to get you started.