Intentional Experiences | Service | Five Stars
Hello there! Welcome to my weekly LEAPS.
You’re receiving this email because you subscribed to my weekly Wednesday feature or our mailing list. Every Wednesday, I share 5 things using our LEAPS approach:
Learn: something new or an idea
Energy: an energy (good or bad) word and it’s meaning
Action: something to do
Processing: a question to consider
Shout out: something or someone that I want to celebrate or acknowledge
LEARN
Something Worth Sharing
Intentional Experiences
We experience people long before we evaluate them; on the phone, in a restaurant, in a coffee shop. The experience is rarely just about the product or the outcome. It’s the tone, the energy, the eye contact, the smile, the way someone acknowledges you, or doesn’t.
You can feel the difference instantly - that someone is present, they care - and take ownership of the moment. The opposite is equally true - when they are distant, don’t care and are obstructive.
What stands out is simple, but powerful: people remember how you made them feel. Service is not a role, it’s an attitude. It’s the difference between doing the job and shaping the experience.
If you break it down, outstanding experiences are often built on five simple things:
Being present
Giving full attention, without distraction, or rushing.Acknowledge immediately
A smile, eye contact, or a simple “I’ll be right with you” goes a long way.Take ownership
Don’t pass things around or deflect. Even if it’s not “your job”, make it your responsibility to help.Communicate clearly
Set expectations. Let people know what’s happening - even if there’s no news. Keep people informed of what to expect, and when.Finish well
The last moment often defines the whole experience. Close with intention, appreciation, or care.
Every interaction leaves an imprint, however small. Over time, those moments build trust, loyalty - or distance.
ENERGY
Focusing on an emotion or energy; a stand-out word / s
Service
Service is from Latin word ‘servitium’ meaning “the condition of serving, attending to”.
It reminds us of intentional contribution, of choosing to show up in a way that supports, notices, and adds value.
ACTION
Something small that you can do that might make a big difference
Deliberate Service
Be of deliberate service to someone each day this week. Choose what, notice how and create positive feelings.
PROCESSING
A question to think about and consider (you can discuss this with someone or write your thoughts down)
“When have I experienced truly exceptional service that created a memorable experience, and what specifically made it stand out?”
Reflect on a moment where service stayed with you, and pinpoint the specific behaviours or details that made it feel different.
This question will be added to the Community Space in the Leapers Club for you to share your thoughts.
SHOUT OUT
Who / what I think deserves recognition, my gratitude or to be celebrated.
The Chat Girl
I was forced to contact a company recently via their online chat, already frustrated after a poor in-store experience that meant I’d missed out on their promoted benefits. It wasn’t the best starting point, but the girl on the chat completely changed it. She was empathetic, explained clearly, took ownership, resolved the problem, and then went beyond what I expected.
At one point she said, “I’ve got you”, and she genuinely did. It was the same company, same situation, completely different experience, purely because of how one person chose to show up. That’s the power of service - and the reason I’m shouting her out.
Live Leaps Virtual Event:
Balance is Not What You Think
Overview:
Most people are trying to fix “balance” by managing time. This session reframes balance as something deeper, across the different parts of your life. You’ll explore where you may be under or overcompensating, and what true balance actually looks like for you.
Who It’s For:
Anyone feeling stretched, stuck, or slightly off, even if things look fine on the surface.
When:
Wednesday, Jun 24th (12:00 PM - 01:00 PM BST)
Click to register
BONUS GIFT FOR YOU
This week’s little extra for you - from me.
This week’s gift for you is a recently updated visual for a great book. This is for Five Stars by Carmine Gallo.
The offer (below) is available to you for free (for 7 days) using the code: REACHHEARTS when you check out. Access is via the link / button below.
Please note that if you miss the 7 day offer, we can not extend this for you. You can, however always access the download for a nominal charge.
Invisible Influence visual synopsis
The artwork featured in this section is all copyrighted and for private use only. If you wish to use these online, in blogs / features or in presentations etc - we are happy to discuss licences. Please get in touch. The downloads do not have watermarks.
If you’d like to discuss having your ideas, business or culture captured visually - you can also let me know via email.
LEAPS is a process used by our team and clients all the time - and even my own family on a daily basis.
I’ll be sharing a set of LEAPS each week with you and encourage you to do your own version:
L: what have you learned?
E: what’s your energy / feeling word
A: what’s one thing you need to do?
P: what are you thinking / processing?
S: who or what can you shout out?
