Where does exceptional or “Over the Top” service begin? While it is common to think it starts with the employees who are in direct contact with the customers, it actually begins at “the top” with the head of the organization. Whether it is the president, vice president or manager of a business, the more engaged the leaders are within the company, the more successful they tend to be.Now, that may seem like it came directly from Business Management 101 at the most rudimentary level. However, you would be surprised to see how many businesses lack this basic aspect in running a profitable business. It becomes more complicated when you realize it is more than just being involved in a company. It is the level of involvement that plays a strong role in the success of the organization. It doesn’t mean the head of the company has to be on site every day, but it does make a difference when that person is standing side by side, with the workers and customers, in providing the same level of service they expect out of their employees.

Leaders who follow the adage, “Do as I say, not as I do” will find their staff to be less productive and less motivated when they see the head of the organization doing the opposite of what is expected of others. When the leader has high expectations for the quality of service that is delivered to its customers, she needs to be willing to step up to the plate and emulate that behavior she expects from her staff. Leaders who won’t get their hands dirty or aren’t willing to go that extra mile are setting themselves up for conflict among their staff because the teamleader is not a teamplayer.

Mr. Mike Whaley, owner of Whaley’s Air Conditioning, in Bonita Springs exemplifies the leadership style that makes his business “over the top” in its customer service. One of his customers nominated him because of his experience in receiving personalized customer service by the owner himself. In 90 degree heat, the customer’s air conditioning unit went out. Mr.Whaley worked along side his staff for two days until 10:00 pm when the job was finally complete. This high level of involvement by Mr. Whaley sends the message that his customers are a priority and that no type of work is below the leader of the company.

This does not mean the owners of companies have to be involved to this high degree. Most of them don’t have the time to be as engaged in the daily operations. Rather, it is about the people running the company and managing the business who should be the ones working on the front lines with thei employees. Not only do customers appreciate the personalized service but the employees have a higher degree of respect for the leader who truly understands what it is like to work hard in following the vision of the company and in providing exceptional service. Where do your leaders stand?