3 Quotes by Frances Frei

Leadership, at its core, is about making other people better as a result of your presence – and making sure that the impact lasts in your absence.

To achieve service excellence, you must underperform in strategic ways. This means delivering on the service dimensions your customers value most, and then making it possible – profitable and sustainable – by performing poorly on the dimensions they value least. In other words, you must be bad in the service of good.

What’s hard is designing a service model that allows average employees – not just the exceptional ones – to produce service excellence as an everyday routine.