Martin Luther King, Jr., said, “Everyone has the power for greatness, not for fame, but greatness, because greatness is determined by service.”
To deliver service heroics is to go the extra mile, to go above and beyond what a customer might expect given the employee’s job role. In short, it’s to deliver greatness. Delivering greatness doesn’t come easy, and it doesn’t happen every day. Fortunately, it’s also rarely required of an employee. It’s the exception rather than the rule. But when the situation calls for it and an employee goes out of her way to serve a customer, it makes a lasting positive impression that reaffirms the customer’s importance and reinforces the relationship.
Some employees have a penchant for ...