Consider This

Robert Stevenson’s Thoughts on the Pursuit of Excellence


November 20, 2022

by Robert Stevenson

Norma Seymour was the Senior Vice President of Service Delivery for Cayman National, in the Cayman Islands. I loved how descriptive her title was … Service Delivery. Ms. Seymour took her job and title very seriously and did everything she could to help everyone in her organization deliver … as she put it … “DELIGHTFUL” customer service.

I have had the opportunity to work for Cayman National twice, and in my research preparing for my programs, I witnessed first-hand, just how hard they work at delivering the best customer service in their industry. They know that great, exceptional, amazing, “DELIGHTFUL” customer service all starts and finishes with their people.

The financial services market is highly competitive and just as soon as a competitor comes up with a new product or service, everyone else will have it in short order. One out of five bank customers move their money every year because of poor customer service; not products, not location, not interest rates … just simply … poor customer service. To lose 20% of your business because of the way you treat customers is appalling. In some industries, that number is even higher. One study I read said 15% of customers left because of quality, 15% because of price, 20% because of lack of attention and 50% because “Contact” from personnel was poor. So, those numbers equate to 70% of the customers who left … did so because of the human side of doing business. OUCH!

In my last program for Cayman National, I decided to weave my remarks around their goal of delivering “DELIGHTFUL” customer service. If you do a synonym check on the word DELIGHTFUL you will get words like agreeable, alluring, cheery, congenial, engaging, enjoyable, gratifying, pleasing, pleasurable, refreshing, and satisfying. Those are some pretty descriptive and admirable words to live up to in doing business with anyone. I challenged them with the following list of words … relating them with their DE-IGHTFUL goal.

Delight Your Customers In All That You Do
and Success Will Surely Follow You

"Your only true security in life
is your ability to perform."

About the Author

Robert Stevenson is an expert at building a high-performance business culture, improving efficiency, and accelerating growth. He is one of the most widely sought-after speakers in the world today, as well as a best-selling author. He has owned five companies, sold internationally in over 20 countries. Robert has spoken to over 2,500 companies throughout the world and his research in the area of corporate and entrepreneurial success is extensive. Over 2 million people have benefitted from his powerful, practical, and thought-provoking programs. He is a true master at blending facts, inspiration, conviction, and humor into all his programs.

Companies like FedEx, Prudential, Lockheed Martin, Anheuser-Busch, Chevron, American Express, and Berkshire Hathaway continue to rely on him for a fresh, unique perspective on businesses’ most crucial issues. To learn more about Robert and what he can do for your team visit his website at

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