“What causes the difference between ordinary service – and an exceptional client experience?”

The person behind the counter. 

It is someone who cares.  It is someone who arrives with energy.  And it is someone who is well prepared for the interaction.

Poor service is often an act of indifference.  It is also frequently marked by insufficient training.  And is mostly a reflection on a disconnected management effort.

People who flourish in the economy are absolutely clear on the result they need to achieve when they deliver their value.  They attach their reputation to the experience – leaving their signature on their handwork.  They are present in action, confident because they are skilled, and they create a rounded experience.