As customers, we experience quality service when an individual employee likes his or her work and is willing to do what the particular situation requires, even if this means doing something extra. For instance, a waitress who is genuinely interested in how we liked our food, a teacher who tutors a student to ensure he or she can take an exam despite an illness, or a physician who takes the time to explain the implications of a treatment. In such moments professional competence and a unique talent converge. Competence, willpower and a self-chosen profession go hand in hand with someone’s calling, by which I mean a talent we were given, a movement from within us that determines our paths of life.
A calling, or vocation is not something enlightened.To me, working from a vocation means doing a job that suits your character, personality and unique qualities. We deliver quality in work if our unique individuality is on par with our competences and ambitions. Is this possible within an organisation? What does this require from an executive?
This essay provides guidelines for finding a balance between vocation, that which wants to unfold in people, and profession, the competence to act adequately in professional situations. If we can find this balance, quality is an obvious and natural result.