What'S The Secret?: To Providing a World-Class Customer Experience

Chapter 14. Commandment X: World-Class Leadership

Walking the talk

Take my building, my equipment, all my money, my land, but leave me my people and in one year I will be back on top again.

—Andrew Carnegie

The final commandment to providing a world-class customer experience is Commandment X World-Class Leadership. Every world-class customer service organization is world-class to work for. And that takes world-class leadership to provide the passion, inspiration, and discipline to all employees.

While this book is all about world-class customer service, and certainly is not a leadership book, it would be remiss to leave out this critical element of the formula. Being a great leader is about getting the most out of your people and inspiring them every day to see how much potential they have and how important their contributions are overall to the company.

While this is the final commandment, it is the most important, having the biggest impact and responsibility for the success of all 10.

On a scale of 1 to 10, what would you rank your company's (or department, or whatever you are in charge of) culture? Is it fantastic (9 or 10)? Or does it have a lot of room for improvement (6 or 7)? Whatever score you gave your culture, understand you have just figured out your rating as a leader. No more information needed!

Have you ever heard a song on an elevator or on hold on the telephone, the song ...