Some experiences frustrate us. Others stay with us because they reveal something deeper about leadership, character, and standards.
Recently, my wife and I needed to send money to a friend in the Middle East. Midway through the transaction, I realized the recipient would receive less than intended due to fees and exchange rates. I calmly asked the attendant to adjust the amount so the receiver could get the full sum.
That simple request changed the tone of the entire interaction.
Instead of problem-solving, the attendant reacted with frustration and irritation. I was told that changing the transaction would be inconvenient and that if I wasn’t “clear,” I might not be served.
There was no line.
No pressure.
No urgency.
Just resistance.
My wife suggested we walk away and take our business elsewhere—and she was right. But in that moment, I chose diplomacy over escalation. My focus was to accomplish the goal, not to win an argument.
The transaction was completed.
Professionalism, however, never showed up.
The paperwork was handed over without eye contact, courtesy, or respect. I walked out not angry—but embarrassed. Embarrassed that service had been reduced to a mechanical transaction devoid of empathy.
This Wasn’t About Money Transfer — It Was About Leadership
That moment reminded me of situations I’ve seen in healthcare, where caregivers end up arguing with family members.
And I always ask the same question:
How does a role built on service turn into conflict?
The answer is simple:
When empathy disappears, leadership disappears.
Customer service failures are rarely frontline issues alone. They are reflections of leadership culture, training, accountability, and expectations.
Where standards are low, behavior follows.
Empathy Is Not a Bonus — It Is the Job
Any role that serves people carries a responsibility beyond technical skill:
- Listen before reacting
- Treat people with dignity
- Maintain composure under inconvenience
- Solve problems without personalizing them
Customers, patients, and families are not interruptions.
They are the reason the organization exists.
A minor inconvenience is never an excuse to lose professionalism.
Poor Behavior Has Real Consequences
Every action carries ripple effects.
Poor service affects:
- Personal credibility
- Career growth
- Team morale
- Organizational reputation
- Customer trust
- Long-term sustainability
When someone later says, “I was fired for no reason,” the reality is often that small moments of poor judgment accumulated over time.
Accountability is not punishment.
It is a leadership standard.
My Leadership Standard Is Clear
If you do not want to work, please do not show up.
But if you choose to show up, give your best. Period.
Leadership is not a title.
It is how you behave when things are inconvenient.
It is how you treat people when no one is forcing you to care.
Your actions represent more than you.
They represent your organization, your team, and your values.
Leadership Lessons I Took From This Experience
- Service is leadership in action
- Empathy is not optional — it is a requirement
- Tone matters as much as skill
- Listening prevents conflict
- Small moments shape reputation
- Culture is built through daily behavior
- Excellence is a decision, not a slogan
Why Service Excellence Matters Beyond Business
Good service builds trust.
It preserves dignity.
It strengthens communities.
It elevates industries.
Poor service spreads just as quickly — and damages far more than we realize.
How we serve people reflects who we are as leaders and as a society.
Final Thought
Leadership is revealed in the moments when it would be easier not to care.
If you show up — show up fully.
Because how we treat people when things don’t go perfectly says more about us than how we act when everything goes right.
Anthony Ndungu, PhD. MBA, RN
Entrepreneur | Leader | Growth Advocate
CEO, http://www.kansashomehealth.com|www.medicashift.com|www.meadowlarkcarehomes.com
“We make lives better.”
