Issue 11 - Upstream's Upswing - Lockwood International

Table of
Contents
Words From
Our Management
Global Branches
Excellence In
Customer Service
New Upstream Home
Upstream Update
U.S. Troop Donations
Another Major
Step For Lockwood
Frank Lockwood
Foundation
Tenure / New Hires
2
6
9
10
11
13
15
16
18
Mike Lockwood
C.E.O.
“The quality of a person’s life is in direct proportion to their commitment to excellence, regardless of
their chosen field of endeavor.” ~ Vince Lombardi ~
“You have to perform at a consistently higher level than others. That’s the mark of a true professional.
Professionalism has nothing to do with getting paid for your services.” ~ Joe Paterno ~
“Good leaders must first become good servants.” ~ Robert Greenleaf ~
“It is when we forget ourselves that we do things which will be remembered.” ~ Anonymous ~
“Service” according to Webster’s Dictionary, is defined as “the occupation or function of serving,” or
“work performed by one that serves.”
With all respect...
From my perspective, ultimately the quality and level of service is determined by the recipient, not
the provider. Unfortunately, service is expected but not always clearly defined and this often leaves the
provider to grade their own performance so it’s little wonder that clients are left disappointed but the
provider feels really good about themselves. This disparity eventually causes the relationship to break down.
Service is a selfless act. All of us need to slow down and listen more; speak less and take time for
each other. If we are to truly understand our clients’ needs we must develop a relationship with them as
individuals, built on mutuality, friendship, dedication, devotion and a clear sense of equality. This level of
appreciation is founded on humility, honor and respect for ourselves and for each other.
Putting others first is the single most important act of service. In our culture, where the idea of achievement
is defined by ‘chronic busyness’ and inflated productivity levels, sacrifice for others gets lost
somewhere between Mayberry and the museum. We must avoid the pressure of the status quo mind-set
and hold ourselves to a higher standard, a standard based on:
• Character before career
• Maturity before mastery
• ‘Being’ (for others) rather than ‘doing’
In the end, service boils down to sincere care for one another and total trust in each other. Once we
fully accept and acknowledge this in ourselves, our clients, our families and friends then we will fully
understand the true definition of service.
Sincerely,
Mike Lockwood