The Amazing True Story Of The Hotel That Saved Thomas The Tank Engine — forbes.com

What elements are required for a business to create an extraordinary, “wow” level of service for its customers? My experience shows that success here depends on the employee and the leadership and the culture.  In other words, it’s  crucial to hire promising employees—employees with the potential to be extraordinary in their work with customers–but there is a limit to what they can accomplish without a leadership committed to building and sustaining a culture of customer service excellence. In other words, leaders need to give employees the breathing space and support required to do extraordinary and meaningful acts on behalf of a customer.

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