In the movie Matilda based on a book by Roald Dahl by the same name, the title character is told to watch television instead of reading a book. Her father emphasizes, “I’m big, you’re small. I’m right, you’re wrong.”
Having spent a good share of my career leading a service organization, and interacting with a wide variety of service organizations both professionally and personally, I know that all too often service organizations provide Matilda-service. Their default is “No” and their rationale, like Matilda’s father is, “I’m big, you’re small. I’m right, you’re wrong.”
It is not that service organizations have to acquiesce to every request. Some requests simply are not possible. Often, however, there is little or no effort to find out the need behind the request. In this day and age where technology is viewed as the answer to all needs, it remains critical to actually find out what is behind a request.
In general, the two acceptable answers to service requests are: “Yes” – the default when possible (as opposed to when convenient), or “No, but…”. The second response looks to solve the actual problem when the proposed or requested solution is not feasible/possible.
When we talk about being servant leaders or servants, this approach is also appropriate. How often I default to “No” because “I’m big, you’re small. I’m right, you’re wrong” rather than seeking to understand the heart and circumstances behind the opportunity to serve. How often do I base my service on convenience – my convenience.
Taking time to actually serve, to actually provide service, requires effort and humility. Things I am sometimes have in very short supply.
Just Sayin' 