Part two of my discussion with service design visionary Joel Bailey. This episode be listened on it's own, but I highly recommend first checking out part one here. It was amazing and massively educating to speak with such a kindred spirit who is working with large companies, institutions and public services and proving that you can bring humanity and consciousness back to service in a way that is scalable.
Our chat hinges off of his article What COVID19 Tells Us About Service, but expands into a sweeping discussion covering so many dimensions of how service-in-general needs be transformed - from our cultural understanding of it to the very structure of organizations that provide it.
Joel believes (as I do) that people are fundamentally driven to serve because it's the most enriching thing they can do. However his work has found that service-oriented people are repeatedly disrupted by nothing more than the institutions that have to serve within - and nothing has revealed these problems more acutely than the COVID crisis.
Large-scale service providers still use an industrial age model of service, which Joel reveals has little relevance to our modern information age. The COVID crisis has compelled organizations to change more in 10 days than they have in 10 years, inverting their whole organizational structure to meet these new service demands.
We also talk about ways that Joel reconnects companies with their customers, shifting them from mistakenly selling services as "products" into offering an opportunity to connect with what people really care about and meeting a genuine need.
Recommended Pairings:
Book: The Language of Kindness: A Nurse's Story
Movie: Gosford Park
Movie Clip: Victoria & Abdul
Podcast Episode: Bringing Humanity Back To Large-Scale Service Pt. 1 | feat. Joel Bailey
All Roads That Lead to Joel:
joelbaileyuk.com
Joel Bailey (Twitter)
Go Deeper Into The Mindful Service Movement:
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Music: "Night Owl" by Broke For Free