"Is there one thing that influences a culture of service excellence more than any other thing?"
Teams that have a strong culture of service excellence have leaders who enthusiastically talk about service excellence every day. How often? Every day. There is no way around it. You can have the best training sessions, videos and recognition programs. You can even fly in the best consultants and throw the most lavish employee parties. Those things are nice, but nothing can ever replace leaders using their mouths to speak about service excellence. How often? Every day. Culture means a way of life. It is a perpetual way of doing things that is collectively shared by a group of people. What you do is usually the result of what you say, and what you say is a result of what you believe . So, if you sincerely believe that each person has value and should be treated with excellence, then your daily words must clearly reflect that. Use every opportunity to drive that point home. Put yourself on repeat.
