Our Service Culture Is Only as Strong as What We Choose to Accept
Imagine a worn-out carpet at the entrance of your office—one that every team member and customer walks over daily. While some leaders may take the initiative to replace it or maintain it regularly, many offices leave such issues unaddressed. These small, easily fixable details are often overlooked because we convince ourselves they’re not that important, or that “it’s always been that way.”
But in reality, service excellence starts with the small things. A truly strong service culture means that anyone who notices something broken, outdated, or unwelcoming takes ownership to fix it—regardless of their role.
In one organization I visited, a similar issue was brushed off with the explanation, “It’s always been like that.” That response speaks volumes about the underlying mindset and the complacency that can erode service standards over time.
In contrast, I recently dined at Indian Accent at the Jio World Centre in Mumbai—an exceptional experience from beginning to end. Every detail was thoughtfully executed, including the pristine condition of the restroom. When I complimented the attendant on how clean it was, his response stood out: “We want every guest to walk into a spotless restroom—we can’t afford even a single drop of water on the floor.” That’s service excellence. It’s not about what we say—we are defined by what we do.
Small details matter.
Challenge the status quo every day. Look for what can be improved, and take action. A great service culture doesn’t just happen—it begins with a mindset of care, ownership, and relentless attention to detail.