Service Integrity @ServiceInteg

The goal isn’t to serve everyone. It’s to serve your people well. Luxury brands don’t try to be fast. Fast brands don’t try to be exclusive. Choose your lane and make sure your whole team drives in it.

Most “lost sales” don’t happen in the pitch. They happen in the pause that follows. No clear next step. No follow-up. No close. Clarity turns a "maybe" into momentum. The difference between a lead and a sale… is often just that.

A system that only works with perfect staff… isn’t a system. It’s a gamble. Your process should work even on someone’s worst day, not just their best.

A guy walks into a dealership in a hoodie. No one helps him. He leaves. Goes to another dealership. Same hoodie. This time he’s welcomed. An hour later? Drives off in a brand-new luxury car. Judgment doesn’t just cost accuracy. It costs sales.

Everyone’s chasing the shiny new tool. But the fundamentals haven’t changed. Customers still expect it to be: ✔️ On time ✔️ As promised ✔️ Without friction

If you’re only measuring speed, you might punish a great employee for a poor system. Be careful what you’re measuring. And who you’re blaming. Not all service issues are staff issues.

Most customer requests aren’t big asks. They just need a human response. If it’s simple, harmless, and within reason, say “No Problem.” It’s good service that pays off.

If you’re only checking your business from the outside, You’re not seeing it. Walk in like a customer. Order like a customer. Eat like a customer. Then you’ll see what actually needs fixing.

If you’re not obsessed with keeping customers… you’ll always be stuck chasing them.

What we look for in a mystery shopper? Not retail experience. Not secret agent skills. Just this: ✅ Follows instructions ✅ Meets deadlines ✅ Gives honest, consistent feedback Because real customers aren’t critics. They’re just… real people.

Bad service in a premium space feels worse than bad service anywhere else. Because expectations rise with the price. And when people feel ignored, they don’t forget it.

Flew across the world. Spoke at the conference. Shared, listened, learned. Now Service Integrity is officially MSPA Elite. Only one in Australia and Asia. Recognition feels good, but the real reward is being part of something that matters.

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If your pitch confuses them, you lose. They don’t want to be impressed. They want to be understood. You’re not selling to sound smart. You’re selling to solve a problem.

A lesson in giving your best customers a tiny free benefit Great service @Qantas

Service Integrity @ServiceInteg

6 months ago

A lesson in giving your best customers a tiny free benefit Great service @Qantas

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Really great touch on #qantas . They take food orders for Platinum customers before other Business customers. To ensure we get our pick. Great way to reward ‘loyal customers’

The further you are from the problem, the less truth you get. Bad news gets softened. Issues get delayed. Everything sounds “fine.” You’re not leading with data. You’re leading with stories. You can’t fix what no one tells you.

We turned “no problem” into a policy issue. A simple request? Now it needs approval, a script, and a process. But most of these: ✅ Costs nothing ✅ Disrupts nothing ✅ Makes someone’s day If it helps the customer and doesn’t hurt the business—just say it: “No problem.”

Closing a deal doesn’t have to be a trick. I bought a car today with one word: “Deal.” No gimmicks. Just confidence. Sales isn’t about pressure—it’s about making it easy to say yes.

Most businesses overcomplicate customer service. Customers don’t need theatrics. They need: ✅ Fast, reliable service ✅ Clean, functional spaces ✅ What they ordered, done right Do that, and you’re already ahead of most.

Mystery shopping pricing is simple: The harder it is to find a shopper, the higher the price. But those rare insights? PRICELESS