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The Operational Excellence Show

Jun 1, 2022

This is Episode 100 of the Operational Excellence Show - and I couldn’t be any prouder of myself and my guests for having it made thus far! I recorded this podcast just before my birthday - reflecting on yet another year on this earth and another year in business.

What did I do to get this far? Actually, I don’t have a highly organized marketing machine for the podcast! In fact - if marketing the podcast on LI predominantly takes 5% of the success why we are still here - that’s a lot! No! The podcast and the work we do at Rutz Consulting is so successful because I do well what I’m doing just now…. Showing up!

I learned from a mentor of mine that the question is not “is it really worth the effort?” or “should I just stop?” The question is: What do I need to do in order to show up? This applies to every situation I’m facing! Whether this is podcasting, doing a deep dive into your customer service delivery or working with someone on a one to one basis.
Showing up - no more & no less!

So - how does this relate to customer service and customer experience? 

  1. Your customer wants to feel like the king or the queen when interacting with you! This means consistency is key! If you are not offering a consistently high service - your business will fail! 
  2. Remember the McDonald experience - a cliché you might say. It doesn’t matter where in the world you order a Big Mac! They all look the same! They are produced the same way and I get what I asked for. All the time / every time.
  3. Your employee needs to know what is expected from them to deliver excellence! (aka - what does your job description look like)
  4. You need to be there when your customer wants to speak with you! Hello Workforce Management and Planning! 
  5. You need to address what the customer wants, not what you think the customer needs! Voice of the customer - crucial! 
  6. Your employee needs to know how they can help the customer! Empower them to do the right thing! Training and development is crucial!

You can see where I’m going with this! In order to deliver excellence - you must show up! 

I’d love to help you and your team to show up for your customers! I’d love to show you what showing up can do for you and your customer service delivery! Do get in touch with us! Send us an email on or reach out on LinkedIn! 



Course Waitlist:

Episode 97 Customer Service Delivery Made easy:

Marianne LinkedIn:


This Podcast is produced by: Andrew Madden Photography & Media Production