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AIROI - Artificial Intelligence Return on Invest: The AI strategy for decision-makers and managers

Start » Service heroes for other services: your competitive advantage

8 September 2026

Service heroes for other services: your competitive advantage

Digital Leadership Digital transformation HR work and Teams 4.0 Artificial intelligence Artificial Intelligence Special Topics

Why do so many companies lose their best customers to the competition despite having excellent technical expertise?

The answer often lies not in the quality of the service itself. It lies in the moments in between. In those moments when a call remains unanswered. Or when an email sits dormant in a cluttered inbox for three days. It is here that the true difference between satisfied customers and loyal repeat customers is made. The real difference Service heroes for other services They understand these connections. They know that outstanding customer service has become the crucial competitive advantage of our time [1]. It is no longer just about standardized friendliness over the phone. Instead, we are talking about a well-thought-out philosophy that transforms every touchpoint with the customer into a positive experience.

The invisible force behind long-term business success

In a world where products and services increasingly seem interchangeable, the human factor gains in importance. A cleaning company hardly differs from its competitors at first glance. All of them promise thorough work and reliable deadlines. But what happens when a customer needs an additional job at short notice?

Imagine the following situation: A property management company must spontaneously organize a deep cleaning due to a water damage. The first company contacted refers to full order books. The second company, however, finds creative solutions and organizes a team within hours. Which company will receive the next large order?

It is similar for security services deployed at events. The technical requirements may be identical. But the way employees interact with visitors permanently shapes the overall experience. A friendly reminder of the correct entrance is different from a stern reprimand [2].

Moving companies also experience this dynamic every day. The actual transport of the furniture is only part of the service. Many customers find emotional support much more important. A move often marks a life stage. Service heroes for other services they recognize this emotional dimension and act accordingly.

Best practice with a AIROI customer

A medium-sized facility management company with about fifty employees faced a challenging situation. Customer satisfaction had declined measurably and several long-standing business relationships were in danger of ending. As part of a transruptive coaching process, we analyzed all the points of contact between the company and its customers together. It turned out that the actual quality of the service was quite convincing. The problems lay in the communication between the various departments. Customers did not feel sufficiently informed about the status of their orders. They often had to ask themselves whether the deadlines could be met. Together we developed a simple but effective communication system. Each facility manager proactively informed his/her contact partners about completed work and upcoming actions. Additionally, we conducted monthly short phone calls to gather feedback and inquire about wishes. Within six months, the compromised customer relationships were fully stabilized. Two of the previously dissatisfied clients even significantly extended their contracts. This investment in better communication paid off several times over.

Service heroes for other services as a strategic approach

Many companies view customer service as a necessary cost factor. They invest the minimum and hope for the best. However, this approach overlooks a crucial connection. Satisfied customers recommend the product and remain loyal. They also forgive occasional mistakes more generously [3].

A gardening business, for example, can perform technically perfect work. However, if communication about rescheduling appointments is poor, frustration arises. The customer waits in vain for the agreed-upon appointment. No one informs them about the delay. Such situations permanently destroy trust.

Quite the opposite is the approach where proactive communication is part of the corporate culture. The gardening business could send automated reminders. It could immediately call out to customers in case of delays and offer alternatives. These small gestures make the difference between a replaceable provider and a valued partner.

Textile cleaning services face similar challenges. The core service appears standardized and comparable. However, customers often report positive surprises. A handwritten note indicating a minor repair need. A text message notification when the clothing was ready earlier than expected. Such details remain in memory and significantly boost customer loyalty.

The role of employees as service heroes for other services

No service strategy works without dedicated employees. They form the foundation of any customer-oriented organization. It is not enough to simply impose behavioral rules; rather, employees must understand and internalize the meaning behind these rules [4].

In courier services, this dynamic is particularly evident. The driver is often the only personal contact between the company and the recipient. His or her friendliness shapes the entire brand image. A hasty dropping off the package is perceived differently than a brief smile and a friendly greeting.

Catering companies experience similar things with every event. The quality of the food may seem excellent. However, the behavior of the service staff significantly determines the overall impression of the event. A attentive waiter who anticipates guest requests takes the experience to a new level.

Even in house-keeping services, the human element determines success. The house-keeper encounters tenants daily. He or she can de-escalate or exacerbate conflicts. He or she can recognize problems early or ignore them. Their attitude towards work has a lasting impact on the entire living environment of a complex.

Best practice with a AIROI customer

An expanding staffing provider was having difficulty maintaining its corporate culture as its workforce grew. The original service-oriented approach was at risk of being lost in the day-to-day operations. As part of our support, we developed a multi-stage program for culture consolidation. First, together with the management team, we identified the company’s core values. These were translated into concrete behaviors that would become visible in everyday life. Subsequently, we trained management in how to present and demand these values. A particularly effective element was the introduction of weekly success stories. Every week, the team shared examples of outstanding customer service. These stories were celebrated and communicated as role models. This created a positive dynamic in which employees inspired each other to achieve better performance. The fluctuation among temporary workers decreased measurably. At the same time, the referral rate increased significantly due to satisfied customers. The personnel services provider not only achieved but even exceeded its growth targets.

Technology as support for human service heroes

Digital tools can support service quality, but they can never replace it. They enable faster response times and more consistent communication. They relieve employees of routine tasks and create space for personal care [5].

Key services use GPS tracking, for example, to provide customers with precise arrival times. In stressful situations such as a lock-out incident, this information significantly reduces fear. The customer knows exactly when help will arrive. This transparency creates trust and reassurance.

Pest control professionals also benefit from digital documentation systems. They can provide customers with detailed reports on the measures taken. They can automatically schedule and announce follow-up treatments. This professionalism clearly distinguishes them from less organized competitors.

Funeral homes are increasingly using digital channels for empathetic communication. They send reminders of memorial dates or offer digital condolence books. However, personal contact remains central. The technology merely complements what people are unable to do.

Competitive advantages through Service heroes for other services safeguard sustainably

Building a service-oriented corporate culture takes time and consistency. It starts with the management and permeates all levels of the hierarchy. It is evident in hiring decisions and training programs. It manifests itself in feedback systems and incentive structures.

Cleaning companies can lead the way in this change. They may start with regular customer surveys. They establish feedback loops between cleaning staff and facility managers. They celebrate employees who demonstrate exceptional service.

Event service providers develop similar structures for their specific requirements. They document successful problem solutions and share them within the team. They train employees in de-escalation techniques and communication. They establish clear responsibilities for customer contacts.

Demolition companies can also differentiate themselves through excellent service. They treat personal belongings with respect and care. They communicate transparently about costs and procedures. They leave rooms clean and tidy and document their work with photographs.

My AIROI Analysis

The analysis of numerous projects in various service industries reveals a consistent pattern. Companies that prioritize service as a strategic priority develop themselves more stable and profitable than their competitors. This is not about spectacular individual actions, but about consistent quality in all interactions. The biggest challenges often lie in embedding service-oriented values across all company levels. Leaders must lead by example, demonstrating what they expect from their employees. Systems and processes must facilitate service-oriented behavior rather than hinder it. Incentives must reward long-term customer loyalty instead of short-term efficiency improvements.

In the context of our support for transruptions coaching projects, we regularly witness how a consistent focus on service can be transformative. Companies report strengthened customer relationships and improved margins. Employees experience their work as more meaningful and fulfilling. The investment in service quality pays off in many ways. However, the willingness to pursue this path consistently and in the long term remains crucial. Individual measures are ineffective without cultural embedding. Only those who develop service as a core competency secure sustainable competitive advantages.