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How would you define excellent customer service?

I don’t.

The Guest does. Or the Customer does.

That’s the entire point.

YOU don’t define how well you treat me. I do. The customer. Because it’s MY needs, wants and desires that I’m interested in having satisfied.

Business people think they need to define what excellent CS/CX is, which leads to transactional thinking and definitions, based solely on how they do (or want to do) business and not how the customer lives his life.


Jeffrey Summers
For four decades, my coaching, consulting, public speaking, workshops, management team retreats and articles have helped thousands of hospitality leaders worldwide, build successful businesses. The Summers Hospitality Group is a global full-service hospitality consulting firm best known for its unique results-driven, strengths-based system for developing extraordinary leaders and demonstrating the performance impact they have on their organizations.

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