What Great Service Leaders Know and Do: Creating Breakthroughs in Service Firms

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Entire service businesses have been built around the ideas of Heskett, Sasser, and Schlesinger, pioneers in the service industry. They now test their concepts against the experiences of both successful and unsuccessful practitioners, providing a guide for service leaders worldwide. The authors address optimal service leadership, covering best practices in hiring, training, and workplace organization. They explore the creation of operating strategies in areas like facility design, capacity planning, and queue management, as well as the effective and ineffective use of technology in delivering exceptional service. They also discuss practices that can transform loyal customers into "owners." Looking ahead, the authors envision a landscape where "both/and" thinking replaces trade-offs, emphasizing the "service trifecta" of wins for employees, customers, and investors. They highlight the importance of leaders who acknowledge their limitations, fostering organizations that learn, innovate, and adapt. Through examples from diverse companies such as Apollo Hospitals, Starbucks, Amazon, and Disney, the authors illustrate a narrative of remarkable successes, avoidable failures, and future potential in service leadership. This comprehensive approach serves as an invaluable resource for those aiming to excel in the service sector.