The difference between Servant vs Service Leadership and why it matters

Servant leadership is a timeless concept that has been around for decades. It is a leadership philosophy in which the leader’s goal is to serve first. Robert K. Greenleaf is regarded as the founder of modern-day servant leadership and coined the term in his 1970 essay, The Servant as Leader. It is best summed up in his words, ‘Servant leadership is a philosophy and set of practices that enriches the lives of individuals, builds better organizations and ultimately creates a more just and caring world.’ 

Servant leadership turns the old hierarchical model of leadership completely on its head. Yet servant leadership is an old concept; two thousand years ago, it was central to the philosophy of Jesus. Renowned servant leaders have included Dr Martin Luther King, Nelson Mandela, Mother Teresa, Mahatma Gandhi, and modern-day CEOs such as Max De Pree. In servant leadership, the leader’s primary responsibility is to provide service to others.

The key differences

I am often asked what is the difference between servant and service leadership. My work in service leadership draws heavily on the philosophies of servant leadership and acknowledges those who have contributed to this important field of work. It is however, the practical application of the principles of servant leadership with a key focus on customer centricity. It is leadership that makes the single biggest difference to the customer experience. It is about leading in a way that demonstrates care for people. 

When used out of context, the word ‘servant’ could pose an issue for how we respond to this concept of leadership. In some cultures, the word is offensive, conjuring negative connotations and stigmatising in the corporate world. There is documented history of servants being subjugated and mistreated. And while the word ‘servant’ is rarely used today, exploring the term in leadership and its meaning in a modern context is essential. 

At its core, service leadership revolves around being of service to others. It enables you to lead in a way that engages your people and your customers. This includes your team, your own leaders, coworkers, other departments and even extends to your suppliers and partners. The ripple effect of this is enormous. The more you care for people, the more they will care for your customers and provide them with a better experience, ultimately making for a happier and more caring society.

It’s all about the people

Servant and service leadership are characterised by humility, as this leader recognises, they have much to learn from those they lead. Service leaders are not motivated by position or power, but rather by caring for others. The world has seen the impact of self-serving leaders whose focus is command, control and power. Leading from traditional positional leadership is more centred around hierarchy, the bottom line and an obsession with outcomes, often at the expense of people. This damages trust and creates an environment where business outcomes are more important than people. It is perplexing that there are still leaders who lead through power and fear when we have access to so much evidence of the positive impact of humane and caring leadership philosophies and disciplines. 

Poor leadership shows up in low engagement surveys, high attrition rates, absenteeism. Poor employee engagement worldwide has been estimated to cost around US$7 trillion in lost productivity. If you treat your people poorly, this will show up in how they treat your customers and in negative customer sentiment. Poor customer service is estimated to cost business $75 billion per year. 

Comprehensive research and application of the principles of servant leadership have profoundly impacted the lives of those who lead and those being led, as well as organisational culture and the bottom line. Many companies named in Fortune’s annual listing of the 100 Best Companies to Work For espouse servant leadership and have integrated it into their corporate cultures. Organisations that practise servant leadership include Zappos, Nordstrom, Whole Foods Market, Marriot International and Starbucks. All are legendary for delivering world-class customer experiences. 

Research from Emlyon Business School in France demonstrated the transformative effects of servant leadership on employee morale and company profitability. The findings demonstrate that servant leadership not only enhances people management practices and boosts employee engagement, but also exerts a significant positive influence on overall company performance and financial success. Whether denoted as servant or service leadership, this approach undeniably makes a substantial difference in the lives of those who experience its positive impact. Embracing this ethos can be a pivotal step for organisations seeking to cultivate both a people and customer driven culture.

Written by Monique Richardson.

Have you read?
Best Fashion Schools In The World.
Best Business Schools In The World.
Best CEOs And C-Suite Executives In The World.
World’s Most Influential and Innovative Companies.
World’s Best Hospitality And Hotel Management Schools.