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Great Service
Leadership in Action
Lead, follow, or get out of the way.
—Sign on a Marine Corps Training Center Door
Sure, we’re supposed to be role models. We know all about
making service excellence a priority and how we need to com-
municate 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 from Consulting 101, we chose
a small group exercise as a way of answering the question.
“Assume you implemented today a new unconditional service
guarantee,” we instructed the group. “The service guarantee
promised that if customers were not completely happy with
the service experience—how ...