REORIENTING SERVICE DELIVERY

At a meeting of the NY Appreciative Inquiry Special Interest Group (1/15/09), the discussion focused on using the principles of Appreciative Inquiry to improve service delivery. In the discussions, many good points that we have heard repeatedly and would be on anybody's list of what great service is were mentioned. In addition there were four characteristics that are not usually included in the definition but I think are really differentiators to consider and implement as we perform services:

*   Being OK with the client as "expert;" that is, acknowledging the inherent intelligence and "knowing-ness" of the client

*   Acknowledging the vulnerability of the client and as a result the power attached to the delivery of service

*   Providing a value-packed experience with mutual respect between provider and recipient

*   Producing experiences of expansiveness, that is resulting in expansion in some aspect - tangible or intangible

To do these things and produce the other attributes of service delivery requires really "seeing" others: how they see themselves; how they may not realize they are or their situation is; how they would like to be seen; and what changes performing the services will bring to the client.

I urge you to give these points some serious thought as you seek to continually improve service.

Phyllis Weiss Haserot      www.pdcounsel.com