I’ve been on vacation this week with my daughters, doing a lot of shopping and eating out.

Some of the experiences were great.
Some were utterly forgettable.

In a few places, the staff elevated the entire visit.
In others, they added zero value.

At one point, my daughters asked why. Was it a lack of training? Hiring challenges? Poor management?

All valid possibilities. But the most significant difference came down to one word: expectations.

I didn’t need to meet the owner or manager. I could tell what they expected of their staff just from the service I experienced.

You could see it in how we were welcomed. Or not.
You could feel it in how the person stayed engaged—or didn’t.
You could sense whether the staff knew their job was to add value or just be there.

Here’s the thing: those owners and managers wouldn’t say they have low expectations. But as one of my favorite sayings goes:

People rise to the level of expectation and slide to the level of acceptance.

That’s why leaders need to challenge their own reality.

Because your customer experience and leadership aren’t what you say they are.

They are what physically happens in your business.

What customers actually experience. What the staff actually does.

What if this week you tested your reality and elevated your service?
Here’s how:
• Watch your staff. Watch your customers.
• With a critical—not negative—eye.
• Write down three things being done well.
• Write down three things that could be better.
• Then pick one of those to raise the bar on. Starting today.

You don’t need a complete reset. You just need one expectation worth raising.

Just remember, it starts with the leader.

You’re one action away. Starting today.