To excel in service one must be a “people’s person” – listen to them, understand them and give excellent service. As an executive, I use these tools both to provide exceptional service to my customers and to lead my team – both managers and workers alike to integrate correct processes. A true believer in leading by example, I strive to solve difficulties and problems through sharing and persuasion, but given that it is not possible, as a leader I verify execution.The business world is changing, with new industries and technologies. Yet, the importance of people – leading them and serving them - will stay and escalate.