In every organisation, there’s a momentwhere you realise that “near enough is good enough” has quietly become the norm.
I saw it firsthand in the theatre company I’m involved with. For years, productions were rated as “fine.” The audience weren’t unhappy – but they weren’t rushing out to tell their friends either. And some people believed that as long as seats were filled, it didn’t really matter how the shows ranked.
As president, I couldn’t accept that.
My committee couldn’t accept that.
We wanted our audience to have a great experience, not a passable one.
That mentality shift changed everything. We started surveying audiences after every production, not to chase perfection, but to understand what truly landed and what didn’t.
Because when leaders raise their standards, the organisation follows.
That’s why I was so moved when I spoke with a CEO who said, “I don’t want clients to stay with us just because it’s easier than leaving.”
Most businesses don’t think like that. They look at low churn rates and assume everything is fine. But “fine” isn’t loyalty. “Fine” isn’t advocacy. “Fine” is the slow drift into complacency.
What struck me about the CEO was how deeply he genuinely believes his clients deserve the best experience he can deliver, and that mindset changes everything.
Because here’s the truth:
Even the best systems, training, and coaching fall flat if the underlying mentality is “near enough is good enough.” When that mindset creeps in, the gap between what the business thinks it’s delivering and what the client actually experiences grows wider and wider.
Leaders who care don’t let that gap widen. They stay conscious. They stay curious.
They want clients who stay because they’re delighted – not trapped by convenience.
‘Leaders As Coaches’
Empowering your leaders to coach your team to deliver 10/10.
Through our award-winning two-day ‘Leaders as Coaches‘ program, your leaders will learn the techniques, behaviours and skills required to help their teams succeed in delivering service standards, ensuring your customers return and spend more.
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Need more information? Have a look through my previous Blogs, located on The Loyalty Zone website or contact me, I look forward to hearing from you.
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Warm Regards
Craig Cherry