A brand-new, high-end handset — completely unusable — has to be inquired into and repaired over 14 working days.

But a quick email to customer service in Singapore?

Handset replaced within 2 days.

It makes you wonder: Why this indifference?

Perhaps it’s because we’ve grown up fighting for everything — our place in line, our voice, our value.

Somewhere along the way, we’ve normalized poor service as something we must accept, not expect.

But great customer service isn’t just a process — it’s a mindset.

Money helps, yes — but more than that, it’s happy employees who want to serve well, because they feel respected and trusted at work.

As a trainer, I often meet top leaders asking why their teams can’t handle customer issues better.

But their own inboxes are filled with complaints… unopened, unanswered.

So here’s my question:
Should leaders sometimes roll up their sleeves and personally handle an issue — not just to fix it, but to show how it’s done?

Is that setting a precedent… or finally creating a culture?

What do you think?