Recently, the U.S. government proposed a radical reversal of long-held dietary advice, flipping the traditional food pyramid. For decades, we were told grains were the foundation of a healthy diet. But now? Fruits and vegetables take that base. Whole foods over processed. 

It’s bold. It’s controversial. And it’s absolutely the right move. I was personally pleased to see this, as I am a huge fan (and have felt the results) of a diet high in protein, fats, and abundant fruit and vegetables. Grains and refined sugars take a back seat for sure. BUT enough about my diet preferences, it has reminded me of something else. 

Years ago, I developed the Service Pyramid model that explained how humans and technology can (and should) coexist in service. At the time, I positioned technology as foundational, the base of the pyramid, supporting human interaction at the top. A hybrid model.  

But lately, I’ve been rethinking that. 

The truth is, we’ve become seduced by technology. 

It’s become the new grain. Easy to scale. Widely available. Addictive, for sure. But over-reliance on it is leaving us malnourished in the ways that matter most. Our human-to-human service is suffering. 

Humans are the real nourishment in service. 

They’re the vegetables. The protein. The good stuff. 

So, I’m flipping my own model. 

From this day forward, humans stay at the top of the service pyramid, but with a critical shift: we need more humans delivering service than technology. 

Technology still sits at the bottom, but not as the foundation, but as a garnish, a supplement.  

When customers want speed, efficiency, and ease, they turn to technology. 

But when they want reassurance, care, and trust, they turn to humans. 

And often, they want both. But the “both” only works when it starts with human intention, not system efficiency. 

Service is a human act. 

Technology should support that, not replace it. 

So just like we’ve flipped the food pyramid, I’m flipping the service model. 

Let’s stop mistaking convenience for connection. 

Let’s build service cultures that are real, nourishing, and human-first.