You Have Leverage. Use It To Improve Customer Service Quality

I spoke to 1,200 police officers about delivering security and impeccable customer service quality.

One officer asked: “In this city there are 3,000 police and more than 3,000,000 members of the public. What difference can we few possibly make to improve service throughout this country?”

I replied, “You have leverage. Use it.”

You can improve customer service quality by taking very simple measures. Lead by example and the differences will be noticeable.

Imagine you are sitting at an outdoor restaurant in a busy part of town. Hundreds of tourists, shoppers and business people are walking along. A police officer in uniform strolls by. Would you notice him right away? Of course.

Now suppose the officer detours and walks towards a soda can or empty coffee cup someone left on the ground. He picks it up, takes a few steps and deposits the litter in a trash bin. Would you notice what he did? Of course.

How would you feel at that moment, about the litter, and the police? Would you ridicule the officer in your mind? Or would you notice his effort, appreciate his action, and feel good about him making the city just a little cleaner? Chances are you’d notice the customer service quality delivered and be happier for his action.

In the following hours and days, would you litter or leave your trash behind? Not likely.

Key Learning Point For Customer Service Quality

Where do you have “leverage” in your life to improve customer service quality? Where is your reputation held up high? At your work, in your community, in your neighborhood or home? Wherever it may be, use your leverage to everyone’s advantage.

Action Steps For Customer Service Quality

Be seen to make a difference. Take the constructive action that will be noticed and appreciated by all. Take positive actions that no one notices, too. Because you will notice, and that’s powerful leverage with 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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