Why small moments define service culture and leadership impact
building a service culture creating value in team interactions customer service and organisational culture enhancing service through leadership going above and beyond in service improving employee and customer relationships leadership and customer service leadership through small moments scalable service excellence team behaviours and workplace culture
- by janehirst
- on August 29, 2025
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It started me thinking about what we’ve grown to expect in service interactions. Have we normalised service that ‘just enough is good enough’? What does ‘above and beyond’ really mean when the baseline is low?
As most of you know, my business started out in life focusing on the touch points in service because I truly believe that the culture of an organisation lives in the small moments. It’s the recognition, care, and presence that make a difference. And you know what? They’re all scalable.
When you look at your organisation, what are the small moments that happen between the members of your team and how are they played out with the interactions they have with their customers? Whether we feel valued or not in the place we work will be reflected in the way we treat our customers, because we’ve learned this behaviour from you and so we feel it’s okay to pass it down the line.
The next time you have a team meeting, why not make this a team exercise? Get them to describe a time when they felt truly valued as a customer and then unpack all the behaviours that made the difference? They can then identify what they can stop, start, continue, or improve to provide a better service all round.
And remember, we don’t have to be customer-facing to translate some of these characteristics into our own roles!!