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Managing Knock Your Socks Off Service, 3rd Edition by John Bush, Ron Zemke, Chip R. Bell

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29

Great Service Leadership in Action

The first responsibility of a leader is to define reality. The last is to say thank you. In between, the leader is a servant.

—Max DePree

author of Leadership Is an Art

It all started with an exercise at an executive retreat. We had been queried by participants throughout the session to reveal what “walking the talk” looked like for a service leader.

“Sure, we’re supposed to be role models. We know all about making service excellence a priority and how we need to communicate the service vision,” they chided. “But, that’s just consultant talk. What does ‘being a service leader’ look like up close on a Monday morning when all heck breaks loose in the call center or on the sales floor?”

Remembering the lessons ...

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