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?