Great service doesn’t come from short term initiatives where staff are encouraged to behave in a different way. Yes, it might result in a short term improvement, but it’s unlikely to be sustainable.
Sustainable improvements come when people are expected to behave in the right way, day in and day out. They’re not expected to behave differently, but to behave right. It’s not a fad or a new idea, it’s just what is expected, “the way we do things”.
When the bar is set high, members of staff take pride in delighting their customers, and they expect their colleagues to do the same, then you know it’s real. From a customer’s perspective it will feel real too!