A Leadership and Service Lesson Via a Breakfast Sandwich

By Sean Hawkins


I woke up late and was pressed for time. All I wanted to do was get into the office at a decent hour! As I was preparing myself for work, one of my team members sent a text with a breakfast request. This is not an unusual request, and I really enjoy doing this from time to

time. The way I see it, the investment will pay for itself. So, I guess I'll be getting breakfast on the way to work!

When I arrived someone jokingly stated, "that's great service boss". I wondered to myself what was so great about what I had done. Was this just the cliché thing to say in the contact center environment?  Perhaps this was her way of expressing gratitude and thanks. However, before I could think on it too long, I received my answer. "You would go out of your way for us." Well, THAT made my day! Perhaps, I was destined to be late, so this moment could happen. It does sound much better than being late due to oversleeping.

I suppose the response I received, sums up leadership and service quite nicely. We must be willing to assists others, go above and beyond what they may expect, and do so with sincerity. What I most appreciated about this experience, is that I was able to show my team in a practical way, what good leadership and good service looks like. This teachable moment was the result of a breakfast sandwich, and oversleeping! Who would have thought?

I have over 15 years of progressive call center leadership and experience in the public, private and government sectors.

I have led or consulted contact centers of various sizes across numerous industries. Additionally, I’ve implemented new technology and products, while maintaining award-winning contact centers.

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