Kingdom Class: How Serving Your Employees Transforms Your Business

In today's fast-paced business world, the pursuit of profit often overshadows the foundational principle of genuine care. Yet, as Keith Hessell, founder of Serve Business Consulting (Serve BC), powerfully illustrates, true and lasting success is built on a 'Kingdom Class' approach to leadership and employee care. Hessell's mission is to equip businesses to deliver an exceptional experience to everyone, both inside and outside the organization, by fostering a culture where employees are genuinely valued.

The pandemic unveiled a critical flaw in many corporate structures: a superficial approach to employee well-being. While pizza parties and occasional potlucks are pleasant, they fall short of addressing the deeper human need for connection and appreciation. Hessell points out that the significant drop in customer satisfaction post-pandemic is a direct reflection of employees who feel uncared for by their managers. 'If you take care of your employees, they take care of your customers,' he asserts, highlighting a truth often forgotten in the drive for the bottom line.

Serve BC's Innovative Approach to Employee Care

Serve BC's methodology begins with 'It's a Blast to Serve,' a customer service training program designed for front-line employees. However, Hessell quickly realized that customer service issues often stemmed from a deeper problem: a lack of effective leadership. This led to the development of 'Background Leadership,' a program that teaches managers to treat their employees as their primary 'customers.' This innovative approach addresses a common challenge in businesses that promote internally, where skilled front-line employees are thrust into management roles without adequate training in empathetic leadership.

Hessell's journey to establishing Serve BC is rooted in a rich tapestry of experiences, from leading music ministries to driving for Grayline, where he observed the stark contrast between C-suite executives who genuinely cared and those who were completely disconnected from their ground-level staff. He recalls one memorable interaction with a CFO who, after a meaningful conversation, generously tipped him $100 – a testament to the power of genuine connection. Conversely, he encountered executives who viewed service staff with disdain, illustrating the critical need for a shift in perspective.

Transformative Leadership Lessons from Medishare

A pivotal influence on Hessell's philosophy came from his time at Medishare, a Christian care ministry, where he experienced consistently exceptional supervisors. His manager, Mama Carol, not only appreciated his top performance but also celebrated his family milestones, throwing baby showers for each of his three children born during his tenure. Another manager prioritized 'God, family, work,' always putting family needs first, regardless of PTO. These experiences solidified Hessell's belief that true leadership is about investing emotionally in people, fostering an environment where employees feel seen, valued, and supported.

Hessell's approach is not merely a business strategy; it's a deeply held conviction rooted in his Christian faith. The 'BC' in Serve BC, while officially 'Business Consulting,' also stands for 'Beside Christ.' He challenges the notion that financial success and spiritual values are mutually exclusive, arguing that genuine care for employees and customers is inherently biblical. He recalls a challenging conversation with a client, a veterinary hospital founder, who, despite her passion, was inadvertently creating a disconnect with her staff. Hessell's courageous feedback, though initially met with resistance, ultimately led her to return to her passion as a vet, dramatically improving employee satisfaction. This experience underscored the importance of humility in leadership – the willingness to hold a mirror up to oneself and adapt for the greater good.

The Call to Kingdom Class Service

Hessell observes a reluctance among many Christian business owners to openly acknowledge their faith, despite the strong Christian community in areas like Colorado Springs. He champions 'Kingdom Class' service, whether interpreted as service worthy of the Kingdom of God or service fit for royalty. He believes that when businesses openly embrace Christian values of honesty, integrity, and love, it creates an abundance of opportunities and fosters a more authentic and fulfilling work environment.

• Be unashamedly Christian: Let your faith be evident in your actions and how you treat others. As the Gospel of Luke states, 'They will know you by the love that you have for each other.'
• Start your day in prayer: If you forget, pray as soon as you remember. Hessell attests that days started with prayer generally go well, and a quick prayer can re-center a challenging day.

Hessell's work with Serve BC is a powerful testament to the transformative potential of integrating faith and business. By prioritizing genuine care, humility, and a 'Kingdom Class' approach, businesses can not only achieve financial success but also cultivate a thriving culture where employees and customers alike feel valued, respected, and truly served.