Excellent Service Doesn't Have to be Extravagant

This past weekend, I was reminded over and over again how much the little things matter. Some of those reminders were frustrating, others were unexpectedly uplifting. But together, they painted a clear picture: excellence often shows up (or fails) in the smallest details.

"The difference between something good and something great is attention to detail." -Charles R. Swindoll

We were grabbing lunch and my husband and I decided to order some drinks to celebrate our anniversary (yes, at a soccer tournament). After confirming the 2 options available, microbrew and domestic, we paid, grabbed our table number, and sat down.

When the food arrived, we asked about our drinks, only to be told: “Oh, we don’t actually serve alcohol here.” No apology, just $8.45 in random cash handed back across the counter. Still trying to figure that one out…

Then, while running a strategy session with a team, we ordered sandwiches for lunch. The order arrived missing a sandwich, missing the drink, and missing even the follow-through. When the second delivery person showed up, they refused to bring it up to the office, despite the receipt having instructions. So down we went, to fetch half of the order we’d already paid for.

And to top it off, more than once that weekend I walked into shops where not a single person acknowledged me. No hello. No smile. And at one point, as I wrestled with luggage walking into our hotel, people let the door slam right in my face.

Frustrating? Yes. Surprising? Sadly, no.

But then — just as quickly — came the opposite moments:

• At a Starbucks, the barista greeted us with genuine warmth. My daughter even said, “Wow, this is such a friendly Starbucks!” That simple smile stood out because it felt so rare.

• At an office, the manager noticed me juggling things and offered to bring me a coffee — exactly the way I like it. A gesture she didn’t have to make, but one I’ll remember.

• And later that night, checking into a hotel, I casually mentioned I was craving chocolate. The clerk disappeared into the back and came out with a stash, handing me a piece like it was nothing. To me, it was everything.

  
  

Here’s what struck me: none of these “good” moments were complicated or costly. They were simply thoughtful. And because our baseline expectations for service are so low, even the smallest acknowledgment felt extraordinary.

The Lesson:

Excellence doesn’t have to be extravagant. It starts with the minimum standards we choose to set for ourselves, our teams, and our clients. A smile. A follow-through. A thoughtful gesture. These aren’t extras, they become your foundation.

So the question becomes: What is your minimum standard of excellence? And how might raising it — even slightly — shift how people experience you, your team, and your business?

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-Complacency stagnates. Reframe standard. Explore endless possibilities. Live inspired.-