The Importance of having a Heart of Serving in Business

The Importance of Having a Heart of Service

Welcome to the inaugural issue of our newsletter! As we embark on a journey to explore key pillars of success in business, this edition focuses on the importance of cultivating a heart of service. This topic forms the foundation of a trilogy that will also delve into the importance of cultivating your imagination, and the importance of having a spirit of resilience in the coming weeks. If you find this valuable, do subscribe and follow me on LinkedIn for more insights!

This article kicks off Nel ABC’s three-part series exploring key pillars of success in life and business. If you enjoy this, check out the next articles:

• The Importance of Feeding Your Imagination

• Developing a Spirit of Resilience

Why a Serving Attitude, Not Just “Customer Service”?

A heart of service transcends traditional notions of customer service. It’s not about hitting metrics or following a script; it’s about embedding empathy and understanding into your organization’s DNA. Imagine it as one of the fundamental building blocks—as vital as adenine, thymine, cytosine, and guanine in DNA. Without it, a business risks losing its human touch.

Having a heart of service means listening—having a hearing heart—to understand, and not just responding out of rote. As someone who operates both a retail business and a consultancy firm, I’ve seen firsthand how transformative this approach can be.

Case Studies from the Field

Nel Wellness

Nel Wellness, my retail business specializing in health and wellness products, embodies this principle. Listening happens in two ways:

1. Active Listening: Engaging directly with customers through chat platforms.

2. Passive Listening: Analyzing purchase trends, cancellations, and customer behavior.

During Singapore’s COVID-19 circuit breaker, I noticed a spike in sales of hand moisturizers to customers with hotel addresses. At first I thought nothing of it, but soon I realised people were serving their 2-week quarantine in hotel rooms. The always-on air conditioning caused dry skin, prompting these purchases. I responded by stocking a wide variety of moisturizers—for hands, feet, body, with shea butter, aloe vera, anti-itch solutions—we addressed a clear need. Later, as “revenge travel” emerged, sunblock and tanning oil sales soared, reflecting new customer priorities. As we walked out of COVID’s shadows, there was no greater flex than having a well-tanned complexion from Bali or Phuket in the midst of the masses who endured two and a half years of overseas travel restrictions.

This observation of trends also highlights the power of paying attention to detail. Every product purchased tells a story about the needs and preferences of your customers. For example, stocking moisturizers wasn’t just a reaction to immediate demand but a preemptive effort to ensure that future customers could find solutions tailored to their needs. This kind of proactive service builds a loyal customer base and enhances trust in your brand.

Nel AI Business Consultancy

In consultancy, a heart of service means allowing clients to articulate their challenges. Business owners often struggle to express their concerns, especially to peers who may not understand or competitors who may exploit vulnerabilities. By listening without judgment and validating their experiences, I help them crystallize their issues.

Solutions come in the form of actionable plans, often involving partnerships with automation and robotics experts to enhance efficiency. These interventions leave businesses better positioned for the future. For example, one client faced bottlenecks in order processing. By introducing automated systems and training their staff, we not only reduced delays but also freed up resources for strategic growth initiatives.

Such partnerships are not built overnight. They rely on trust and a shared vision of excellence. As a consultant, my goal is to ensure that every collaboration results in measurable improvements for the client. This commitment to service drives sustainable growth for all parties involved.

The Growing Importance of AI Readiness

As AI reshapes industries, it’s critical to proactively embrace this change. Many professionals face retrenchments, with oversaturated job markets compounding their challenges. We’ve been on Linkedin long enough to read all the stories about professionals unable to secure a job after months of consistent job applications. Be in a place where you can wield AI for empowerment and not be its ‘victim’.

I want to serve PMETs in Singapore with my expertise in business building. In some cases, starting your own business might be a lifeline:

• Retrenched Professionals: Create a fallback to avoid gaps in employment history. You can only apply for so many jobs in a day. Use the rest of the day to build your business, sharpening your skill sets. You don’t want to only exercise your cover letter & interviewing skills. Talk to people in your network. Do you have an expertise that a small business can use? You might be able to get some projects which you can add to your resume, or create new connections in your network that help you land your next role.

• At-Risk Employees: You have read the news about people in similar positions being cut. Prepare an alternative plan before your role is deemed redundant. Even if you have no real desire to be a business owner, having a business that you can fall back on prevents your resume from having that dreaded career gap.

• Retirees: If you are planning for retirement, and want to explore how you can generate income through business ownership upon retirement, let me show you how by leveraging on AI and automation we can set up the business that is less physically taxing for you.

• Students: If you are currently studying and are concerned about the employment landscape, is it a ridiculous idea to explore what are the main skillsets to business ownership?

Starting a business today doesn’t have to mean jumping into uncharted waters. AI tools and platforms have made entrepreneurship more accessible than ever. Whether it’s automating mundane tasks or gaining insights through predictive analytics, these tools can reduce the learning curve for aspiring business owners. For instance, using AI-driven market research tools can help you identify emerging trends and customer pain points, enabling you to tailor your offerings more effectively.

If any of these resonate, I’m here to guide you. Contact me or visit nelabc.ai to book a free consultation. Together, we can explore how to navigate these challenges and unlock your potential.

Building Trust Through Service

Trust is the cornerstone of sales, and trust begins with a heart of service. Have you heard of the saying “People love to buy, but hate being sold”? We’ve all encountered salespeople who seem more interested in pushing products than solving problems. Instead, align your approach with genuine care:

1. Show you’re invested in solving their issues.

2. Be authentic and transparent.

3. Seek solutions beyond your expertise when necessary, referring clients to trusted partners.

This approach not only fosters customer loyalty but also strengthens your network of industry partners. In my experience, trust-based relationships often lead to unexpected opportunities. Resist the urge to push for the sale, offer genuine value and if you find customers consistently not taking up your offer, consider your product from their perspective and create something they would love to buy.

Partnering for Success

Collaborating with industry partners through a lens of service creates opportunities for everyone involved. Imagine combining niche products and services into a seamless solution. Such partnerships can open new revenue streams and broaden your influence. However, be discerning—choose partners who meet high standards to protect your reputation and your client’s trust.

Partnerships also encourage innovation. By pooling resources and expertise, you can co-create solutions that would be difficult to achieve independently. For example, collaborating with a robotics & automation provider allowed me to integrate their solutions into my consultancy services, offering clients a competitive edge in their industries.

Setting Boundaries

A heart of service doesn’t mean catering to every unreasonable demand. Some customers bring disproportionate effort without reciprocating value—whether through negative reviews, or respect for your time. By focusing on clients who align with your values, you can deliver superior experiences and foster long-term relationships. Having carefully selected on-boarded clients focuses your team's efforts, as a bad client has the potential to spread that negativity to other client interactions, damaging your brand.

Service as Organizational Culture

The ultimate test of an organization’s DNA lies in how it treats its people. Toxic workplaces reveal themselves through a lack of empathy, both internally and externally. A service-driven culture at all levels fosters respect, collaboration, and a shared sense of purpose, creating an environment where employees thrive and clients benefit.

Encouraging your team to prioritize meaningful engagements with on-boarded clients over excessive multitasking fosters a culture of quality over quantity. Employees feel empowered to deliver their best, resulting in happier customers and better business outcomes.

Implementing a service-oriented culture requires consistent effort. Training programs, team-building exercises, and transparent communication channels are essential. For instance, introducing regular feedback sessions can help identify areas for improvement while reinforcing a commitment to service excellence. Employees who feel valued are more likely to go above and beyond for customers, creating a virtuous cycle of satisfaction and loyalty.

Expanding the Concept of Service

Service doesn’t stop at customer interactions; it extends to the community. Businesses that engage in social responsibility initiatives often find that giving back enhances their reputation and strengthens their brand. For example, organizing local events or supporting charitable causes not only creates goodwill but also deepens connections with the community.

In my experience, even small acts of service can leave a lasting impact. During the pandemic, offering free consultations to struggling small businesses not only helped them stay afloat but also built a network of allies who continue to support my endeavors. Such efforts demonstrate that service, when approached genuinely, can yield long-term rewards.

A Closing Thought

A heart of service lets you connect authentically, build trust, and ultimately drive meaningful growth. Whether through thoughtful customer interactions or strategic industry collaborations, the ripple effects of this mindset can transform your business.

I hope this newsletter inspires you to rethink your approach. If any part of this resonates, I’d love to hear your thoughts. Feel free to comment, share, or subscribe for more business-building insights from Nel ABC.

Here’s to a weekend filled with inspiration and purpose!

Alex Tan