Education Article
Making Every Interaction Positive
True service excellence is not a one-time effort—something you think about only on good days, with a favorite customer, or when you’re in the right mood. Falling into any of these patterns means missing the foundational purpose of work: doing your best, regardless of the assignment. Our personal dignity demands it.
We can't be shooting stars. Without consistently delivering our best, occasional moments of excellence won't matter. Customers, coworkers, and your company will quickly see that they can't rely on you. Instead of being recognized, your efforts may be dismissed, and inconsistency could damage your reputation further.
We live in an age of transparency, where formal and informal social media ratings abound. Customers can and do judge performance publicly, often without giving advance notice of their satisfaction—or dissatisfaction. Their opinions don't need proof, yet the world eagerly amplifies both drama and praise, spreading it widely. You may never get a chance to explain or defend yourself, and you might not even realize you or your company are the focus of negative reviews.
So, what can you do? Elevate your game with every interaction. Don't excuse subpar behavior because of your job title, level of experience, or the uniform you wear. In the customer's eyes, we are all "the company." A less-than-stellar performance could land on social media, exaggerated and damaging, leading others to conclude they don’t want to do business with you or your organization.
This is the privilege of those writing on social media: they express displeasure more often than praise. And sometimes, your service—while acceptable—may become the last straw in their day. You might find yourself the focal point of their frustration, resulting in a public review.
Consider this: each Facebook profile has an average of 338 friends, meaning one negative review can quickly reach thousands. Businesses and individuals can’t afford that kind of PR. If you’re going to stand out on social media, make sure it's for your exceptional service—not an "OK" or bad experience that drives customers away.
How do we ensure consistent excellence in customer service? Start with self-awareness. Know who you are, the values you embrace, and how those values guide your daily behaviors. Ask yourself: Are you a person of integrity?
Integrity can be defined as doing the right thing—through your words, actions, and beliefs—even when no one is watching. This means being trustworthy and reliable, fostering open, honest, and respectful communication. People with integrity naturally earn trust. Do these traits describe you?
- Consistently dependable and reliable
- Willingly responsible
- Truthful and honest (without being harsh)
- Honorable in all actions
These values drive your attitude in both good times and bad. And they directly impact service excellence: 96% of consumers consider customer service crucial to brand loyalty. While you can't force others to behave as you do, your consistent, positive attitude will influence them.
Whatever your role, commit to doing it right the first time. You might not get a second chance with that customer. Efficiency and effectiveness benefit not only your customers but also yourself.
Make service excellence a habit. When your work is impactful, sustainable, and reliable, your company—and your customers—can depend on you. Employers hire you to perform well consistently, not just when someone is watching. Be the "right person" they chose, proving it through your pursuit of excellence.
Don't settle for "OK" or "average"—these standards lower your own value. Deliver your very best in every interaction, whether with internal or external customers. Both are vital to the success of your business and your personal outcomes. Be proud of your actions every day!
