Don’t Wait, Serve!
Ready — Great service isn’t a department but a mindset. Peter Glen, author of It’s Not My Department!, encouraged leaders not to wait for business to arrive, but to create it through exceptional customer service.
Set — He often said, “Business is theater, and every customer deserves a standing ovation.” Leaders build thriving organizations when they turn ordinary moments into extraordinary experiences.
You can help your organization do this by . . .
Taking Initiative. Stop hiding behind procedures and start taking ownership. Great service means acting before being asked, anticipating needs, solving problems, and making things right without waiting for permission.
Creating Energy. You can’t give good service from a bad mood. Positivity is contagious, and teams that radiate energy attract loyalty. Leaders who model enthusiasm set a tone that draws people in rather than drives them away. Energy is what brings people back.
Turning Mistakes Around. Mistakes are opportunities in disguise. A complaint well-handled is an opportunity to respond with grace and generosity. Turn frustration into trust and trust into long-term connection.
Building Relationships. Loyalty grows from genuine connection. Get to know people’s names, listen deeply, and celebrate their stories. The more personal the service, the more powerful the connection.
Serving with Passion. Service is not a chore. It’s an art. Every act of service expresses who you are as a person and what your organization stands for. “People don’t buy products,” Glen said, “they buy how you make them feel.”
Grow! — Serving customers isn’t a transaction but a living expression of care. The best way to create connection is to serve so well that people can’t help but come back . . . and bring their friends with them. When leaders ignite passion in their people and empower them to delight customers, opportunity naturally follows.
Two Questions
How might you start creating a mindset of excellent service this month?
What one thing can you do today to delight a customer or colleague?