Service Leaders Make a Difference by Steve Coscia

It happened slowly. The service, which used to be terrific, was showing signs of degradation.

For me, it’s the little things that count. It’s a welcome smile, an invitation to be seated, a quick request for my beverage order and frequent visits to my table just to make sure everything was OK. The restaurant owner, who was almost always present in the past, had been absent during my last few visits.

She was a lovely woman with a pleasant disposition and boundless energy. Her entire demeanor just exuded and attitude of “welcome to my place.” It was as though “her place” was her house and she meant to show off just how comfortable and relaxed you could become by just being there. I’d say she held the bar high and encouraged those around her to stretch their capabilities and step outside their comfort zones so that visitors to her place would feel welcome, relaxed and well-served. She demonstrated her role as a leader and in any service industry good leadership is essential. Read more at

Updated: December 19, 2012 — 10:38 am


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  1. Steve, while the owner is not there whom did she put in charge to make sure things ran up to the quality she wanted. Also where was the owner is she sick or what? Maybe her employes were down because of her being sick. Just a thought.

    Dave Hurrle

    P.S. Merry Christmas

  2. Good questions Dave. From a customer’s perspective (my role that day), the only thing that mattered was satisfaction, regardless of who was in charge or who was sick. A world-class culture and infrastructure ensures the continuity of a high service level and customer satisfaction.

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