Leonardo da Vinci observed nearly 800 years ago that the practice of art, philosophy or trade, without an understanding of the science associated with it, is a world of darkness. He went on to observe that certain principles and forces (key variables) underlie every serious enterprise. The understanding and study of key variables enable us to master, manage and replicate actions and outcomes. Through science, humankind can understand the order of things and translate seeming randomness into processes with predictable and controlled results.

Service without science is like navigation without a compass.

As the quality and value of manufactured goods (hard products) have reached an all-time high, their place in the global economy has reached an all-time low. Service industries now dominate world economics, ironically, with quality, consistency and reliability that have reached an all time low.

Will these times one day be viewed as the Dark Ages of Service--that strange in-between period in history following the height of the manufacturing age and before the rebirth of service? Where (too often) the marketing of "Great Service" is a more common and accepted business strategy and is a higher organizational priority than the measurement, delivery and management of service results?

Principles of Darkness

• Sales: The primary focus; sales are the ultimate measure of success
• Profit: The keys are productivity management and marketing
• Systems: Focus on sales and productivity
• Accountability, quality control: Not possible within the independent contractor culture
• Service: The responsibility of the agent (independent contractor)
• The Agent: The organization's customer; the consumer is the agent's customer
• Service: An art; standards, measurements, controls, are not possible

A Rebirth and Transition

Requires a willingness to question convention - the status quo, an openness to a new perspective, and the courage to go beyond traditional "flat-world" thinking. Men and women of the new service Renaissance are setting another course and embracing a different perspective:

Principles of Enlightenment

• Sales, profitability and customer satisfaction: The ultimate measures of success
• Profit: A short-term measurement; customer satisfaction and retention are the long-term measurements of success
• Systems for service management and quality control: Equally essential as systems for sales, production and financial control
• Service: A shared responsibility; a partnership outcome; everyone's responsibility
• Accountability: Possible and necessary for quality service delivery and control
• Service: Both art and science; standards, metrics, controls and performance assessment are essential
• Service professionals and managers: Recognized and rewarded for measurable customer satisfaction and service results

Today's Compass: Q Reports™ Internet, technology, transparency

The science of service starts with the independent measurement of the service that was delivered as assessed by the consumer. Twenty-first century reporting technology such as the Q Reports™, an Internet based, multiple level, service quality and customer satisfaction performance reporting and customer feedback system, provides detailed service satisfaction results in real time.

The Q Reports™ system, available through QSC, RatedAgent and the REALTOR® Excellence Program, reveals service strengths and weaknesses so that sales professionals and managers know exactly where they stand. These results, combined with the knowledge of the key variables of service satisfaction, give the sales professional control over service delivery, service performance and service satisfaction.

Access to real time service performance data is a transforming event for a service organization - a true accelerant to the Renaissance of service.