We all love good service.
But consider this...
Good service from front line employees and agents is sort of assumed. That's what they're being paid for. It's the price of entry if you're a business hoping to survive.
What is remarkable is when the chef comes out and personally asks for our opinion. Or when the CEO answers a complaint. This happens at companies looking to thrive.
Now of course the CEO can't answer every letter of complaint. Neither can the chef waltz around the floor with diners all night because he needs to be in the kitchen working his art.
Despite the impractical nature of this type of service, the universal truth here is that people love being served by upper level management, by the artist behind the magic, by the "inaccessible."
On the flip side...
What is your posture when dealing with a client? Are you scrambling around rendering good service as a normal part of your business? Getting caught in the cycle of putting out fires and answering every little question a client throws your way?
Or is your posture slightly yet radically different? Are you a peer? Are you "inaccessible" yet generously making yourself available?
It's just a slightly different approach but which posture do you think impresses a client? It's the difference between just being a servant vs being a leader-servant.
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