Many CEOs and senior leaders have risen to the top as experts in their industries or as specialists in technical competencies – not as experts in building a strong and sustaining service culture. This often results in initiatives to improve service being considered a frontline or a human resources issue. This is a fundamental mistake.
Building a service culture needs great service leaders and leadership teams. The power of senior leadership to set the vision, focus the entire organization, reward success and remove roadblocks, and role model correct behavior cannot be delegated to others.
Leaders and leadership teams must embrace four key roles to ensure a service culture building effort does not fail.