“Spartacus” was the story of an actual slave who led a massive grassroots uprising against the Roman Empire. The movie was a major hit with cast of silver screen giants like Kirk Douglas, Tony Curtis, Jean Simmons, Lawrence Olivier, and Peter Ustinov.
After the severely outnumbered slaves were defeated in a bloody battle by the Roman Army plus several of their allies, the Emperor coveted the head of the person who started the slave revolt. Surveying the field of defeated survivors, he announced that if anyone would reveal which slave was Spartacus, all (but Spartacus) would be freed. If they did not, all would be crucified. One by one each of the hundreds of survivors stood and proudly proclaimed, “I am Spartacus.”
The essence of service leadership is to create in others such clarity of purpose, boldness of spirit, and unanimity of action that customers derive confidence, trust and identification. Leadership is not about what leaders do, it is about what an organization accomplishes when many unite and engage in the courageous work of providing inventive, memorable experiences for the customers they serve. What steps can you take to create among all employees a oneness of mind about your customers? What is your unit or organization’s shared vision of your customers’ experiences? What can you do to get everyone to wear the customer’s hat every day and every transaction?
Written by Chip R. Bell and John R. Patterson, customer loyalty consultants and the authors of several best-selling book. Their newest book is Wired and Dangerous: How Your Customers Have Changed and What to do About it. They can be reached at www.wiredanddangerous.com.