Leadership Begins with Service

As members of the GSF team, we are expected to align with the four core values of the organization. These core values often intersect and it seems that once you commit to one of the core values, the other three easily follow.

For example, one thing we know for certain is the great leadership begins with service. Whatever your role, once you commit to providing excellent service, you'll find that the essence of leadership follows. Once you commit to service, the choices you make and actions you take will be that of a leader.

For some time, when a new team member was hired at GSF, we would issue them a copy of The Customer Rules by Lee Cockerell. The purpose of doing so was to help all new team members begin with the basics of customer service in mind.

Didn't receive a copy of the book but want one? Head on over to Fun & Games on Team GSF Connect and tell us how you apply one or more of the rules below in your role for your chance to win one of 5 copies of the book.

Here is a recap of 25 of the 39 Essential Rules for Delivering Sensational Service as shared by Lee Cockerell in The Customer Rules:

1. Customer Service is Not a Department

2. You Win the Customer One at a Time and Lose Them a Thousand at a Time

3. Don't Get Bored with the Basics

4. Look Sharp

5. Always Act Like a Professional

6. Hire the Best Cast

7. Become an Expert at Creating Experts

8. Rehearse, Rehearse, Rehearse

9. Expect More to Get More

10. Listen Up

11. Be a Wordsmith, Language Matters

12. Make Yourself Available

13. Treat Every Customer Like a Regular

14. Serve to Win

15. Make ASAP Your Standard Deadline

16. Know the Difference Between Needs and Wants

17. Be Relentless About the Details

18. Be Reliable

19. Don't Give the Responsibility Without the Authority

20. Never, Ever Argue with a Customer

21. Never Say No - Except "No Problem"

22. Apologize Like You Really Mean It

23. Surprise Them with Something Extra

24. Keep Doing it Better

25. Don't Try to Hard