Leadership can be thought of as a capacity to define oneself to others in a way that clarifies and expands a vision of the future. Skilled leaders accomplish great things and inspire others to grow in responsibility 
and skills. The quotes listed below emphasize the importance of perseverance, service,
 and reliability. Leaders give their best in whatever job they’re doing. Any of us
 can take on leadership roles and qualities just by doing our jobs in a dependable
 way and encouraging others to share in and help us in attaining a worthwhile vision.

Offering exceptional customer service is indeed a powerful way to differentiate your store in the marketplace. How do you distinguish yourself as a leader in service excellence?

Most retail businesses in America believe they offer good customer service, but in reality the opposite is probably more accurate. Why? With the daily demands of performing repetitive tasks in a highly productive environment, employees are often oblivious to customers and their needs. Customer service is typically given lip service by managers, who view training and developing employees to provide an exceptional customer experience as a low priority in a cost-controlling, low-margin industry. Ironically, it is just such an investment in employee training and development that can increase sales exponentially. While operational efficiencies are essential to superior corporate performance, they should not hinder the company’s ability to gain a customer service advantage.

Creating a store culture of exceptional customer service requires a strong commitment to service at all levels of the company, beginning at the top. It requires executives to think about marketing and operational processes in new ways. In order to be truly effective, however, the store environment must be one in which management integrates and demonstrates exceptional customer service.

With Wal Marts, COSTCO, Trader Joes and Limited Assortment formats, the tougher the price competition in a market, the more important quality of service is to sustainable success. Why? Because without differentiated quality, without a superior total experience to offer customers, a company has few, if any, non-pricing options when key competitors cut their prices.

I’m an ardent proponent of product and service guarantees. A guarantee is a promise or assurance that a company will stand behind the quality of products it sells or services it performs. Guarantees build trust and loyalty with consumers. In a sense, a guarantee is a company’s commitment to the well-being of its customers. Wow, what an intriguing approach to serving the customer. Imagine a conscious intention by company leaders to enhance the well-being* of a customer. Is that possible?