Kaylene Eckels, President and COO at Etech Global, thought she had nailed the interview. Her future boss handed her a pen and asked her to sell it, and Kaylene confidently worked through every step of the sales process. When she finished, Glenna Jensen looked at her and said just one word: “And?”

Susan Smith's team provided technical support for first responders and others at FIFA World Cup events in Dallas this summer. It took months of planning, new equipment and new software. As National Customer Service Week approaches, her blog is a good reminder that world-class service isn't built in one big moment, but around ordinary ones, repeated daily.