Service, Service, Service - Why It Still Matters More Than Ever

By Paul Carver, Managing Director, Hawes Property Services

If you’ve ever spent more than five minutes with me - or within earshot of our team - you’ll have heard my mantra: “service, service, service.” It’s not just something I say. It’s the foundation of how we operate at Hawes and the standard I expect us to uphold every single day.

I often use a simple example when talking to the team. Imagine you’re choosing between two restaurants.

Restaurant A: good food, competitively priced, but the service is… fine. Nothing wrong, but nothing memorable.

Restaurant B: more expensive, decent food - but the service is outstanding. They’re attentive, proactive, warm, and consistent.

Which one do you choose?

Most people, whether they admit it or not, will pay a little more for the experience that makes them feel valued. Because good service stays with you long after you’ve forgotten the bill.

In Facilities Management, Service Is the Product

In our industry, we don’t sell a shiny physical item that can sit on someone’s shelf. What we provide is confidence. Trust. Peace of mind. And those things are built on the back of service.

Every job we complete, every site we leave, every update we send - these are moments that either strengthen or weaken the relationship. Our reputation isn’t shaped by what we say or deliver; it’s shaped by what the customer feels we deliver.

That’s why I tell the team that each interaction matters. The way they communicate, the small details they catch (or miss), the standard they leave a work area in - these things aren’t optional extras. They are the business. They are the difference between a customer who uses us once and a customer who trusts us for years.

Has Society Lost Its Way With Service?

Let’s be honest: service in general has declined. Not everywhere, of course but noticeably, consistently, and frustratingly across the board. Somewhere between the COVID years and the rise of the “I want it now” mindset, speed overtook quality. Convenience replaced care. We became conditioned to expect things instantly, and in doing so, many businesses quietly lowered their standards.

But here’s the truth: speed is not service.

Fast responses are great. Fast solutions are even better. But if they come at the cost of quality, professionalism or thoroughness, then the customer ultimately pays the price.

At Hawes, we've made a conscious decision to push against that tide. To slow down just enough to do it right. To remember that we are, at our core, a service business and service must never be sacrificed for speed.

So, what does good service mean to you?

This is a conversation I think we should all be having, across businesses, teams, and industries. In a world where everything feels rushed, impersonal, and automated, what truly matters to you?

Is it speed… or is it service?

And, more importantly, what does exceptional service look like in your eyes?