Create A Customer Service Culture And Leave This Place Better Than You Found It

We live in a customer service culture where each of us is dependent on others for one thing or another. Inasmuch, we all have a responsibility to chip in and add positively to that customer service culture for the betterment of all.

I stepped into the restroom of a large office building before a meeting. The paper towel dispenser had come unhinged and fresh towels were scattered on the floor. Many were wet and had been stepped on by those who came before me.

Despite being in my suit and tie, I bent down to pick up the remaining dry towels and placed them near the sink. I gathered the wet and dirty towels and put them in the trash. Then I found the receptionist and asked her to inform Maintenance about the broken dispenser inside.

As I was cleaning up, several people entered the restroom. I wondered what they thought of me, picking up wet and dirty paper towels in my suit and tie? Did they think I broke the dispenser? Did they think I worked in the building?

Then I realized how I felt about myself. I felt good doing more than “what’s expected.” My contribution was very small, but it made the restroom a better place for everyone and demonstrated my personal commitment to our customer service culture.

Key Learning Point For A Customer Service Culture

We are all beneficiaries of public spaces: parks, roads, buildings, restaurants, shopping malls and parking lots. Instead of being just another user of these conveniences, be an active partner in their upkeep, maintenance and care. It’s not what others think of you that counts, it’s what you think about yourself. Join the customer service culture and help out!

Action Steps For A Customer Service Culture

Light burned out? Tell someone it needs changing. A leak along the floor? Report it with a phone call. Toilet paper running low? Be the one to tell the staff. See that litter in the park? Pick it up and toss it out. Did the people before you at a fast-food restaurant forget to clear their tray? Clear the table for them. What the heck, clear two! Contribute to creating a customer service culture and you’ll feel good about yourself.


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Copyright, Ron Kaufman. Used with permission. Ron Kaufman is the world’s leading educator and motivator for upgrading customer service and uplifting service culture. He is author of the bestselling “Uplifting Service” book and founder of Uplifting Service. To enjoy more customer service training and service culture articles, visit

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