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[Music] it's called the six levels of service and it starts low with the word basic what does that mean bare minimum does that ever happen yeah and when it does the experience someone else gets is just basic it goes like this basic everyone go how do you feel just saying it brings you down and that's not where you want to be so let's take one step up and now we're talking industry average compliant tick the box make sure everything is done ing to the service level agreement meet the specifications do what is expected here's how you say this cross your arms please everybody cross your arms take the sound of your voice and move it up in your nose like this expanctant now that's not where you want to be so let's take another step when you serve swimming the way they like it the way they hope for the way they prefer then the word is desired and here's how to say it take your shoulders and roll them ready everybody roll your shoulders come on morning exercise here we go roll roll roll what's the matter your shoulders broken sir yeah there we go okay and now add the sound like this desire ready one two three go tell your partner how well he did that we have three levels ready down low is basic cross your arms expand shoulders desire what's higher than desired when you serve someone in a way that's unexpected but they like it it's like getting a little gift and they go oh what a nice surprise take your hands and go like this surprising ready one two three so praising very good what's higher than surprising astonishing extraordinary incredible amazing i call it on b and here's how you say it one two yeah yeah yeah i got a bunch of people going hold on hold on what's on the bottom what's below basic terrible unacceptable horrible so bad i make a little joke and i call it criminal i don't mean break of the law did you see ethics up there but i do mean break a promise have you ever had someone in this room say to you i'll call you back this afternoon and you did not get the call now they may say oh that's expected but the experience you have is that someone let you down we're going to go out into the world with a brand new gorgeous delicious incredible market record setting brand with a promise that says integrated complete fifa from gradle to grave if we don't deliver on that what level could that be for our customers below the bare minimum here's how to say it put your hands together like handcuffs ready everybody go like this criminal one two three criminal one step up basic cross your arms and spank shoulders desire hands so rising fast [Laughter] come on give me one abc unbelievable unbelievable one two three thanks for watching this video your dedication to serving better and caring more makes the world a better place for everyone for more uplifting ideas practical insights and free resources please subscribe now you