In the Business of Service
Tuesday, July 26th, 2005I was once made to believe that no matter what happened, it is the product that matters. Because in the end, the clients who listen to CDs will not want to know whether in the process of producing albums there existed certain disagreements, unfair treatments, and unfulfilled promises. People who get high by the melodies do not know the bloody encounters behind the making of a great album, or else all their excitements will rapidly vanish.
But I believe that the process is also as important as the product especially in the world of art. The greatest factor that contributes to an excellent performance is the sweat and tears that accompanied it. But there is another angle to artistic endeavors: the angle of the heart. After all the techniques have been taught, all the exercises in articulation and expression have been studied and mastered, in the end what makes every performance unique is the placement of the heart on it. Once there is no heart, the performance takes on blandness. Without passion, the performance is just science. Nothing else.
The same is true with service. The ways and means of serving may vary from person to person, culture to culture, but at the very center of it all is the heart. That is why I disagree with those that say that we must deliver no matter whether a staff is treated with grave unfairness or made to believe in promises that are hardly kept, or that a higher executive undermines the abilities of his staff, or that one gives in to the prima donnas of the business. Or, that one can produce an award-winning album when those that made it are paid to get the science right and editing done perfectly. The business district has it that this is efficiency without a debt of gratitude. Science and technique often cannot be of service unless it is transformed into a work of the heart. Because for one with a sensitive ear, a touching song often reaches to the heart of another when the backstage crew’s morale is high.
Maybe people like me whose works are supposed to be in the name of art and service should think whether we are being transformed into efficient business executives or changed into effective agents of the heart. The former belongs to buildings, the latter belongs to the church.