This conversation was a powerful reminder of how leadership grounded in service can transform teams, uplift culture, and create safer, more human workplaces. Mon generously shared not only practical tools and strategies—but also personal stories of grief, resilience, and what it means to keep showing up when life gets hard. Whether you lead a frontline or an executive team, there’s something in this episode for you. 

In this episode, we cover: 

(00:00 ) – Introduction

(01:16 ) – Why service isn’t just a department—it’s a leadership mindset

(04:07 ) – Mon’s most memorable customer service moment (it involves chocolate and the Ritz!)

(14:48 ) – What leaders need to know about psychological safety and customer aggression

(22:11 ) – A simple but powerful de-escalation framework (that works beyond customer service)

(38:18 ) – How to build service culture in the face of silos, turnover, and burnout

(39:28 ) – The three behaviours leaders must master

(42:53 ) – Why acting on feedback (and closing the loop) is key to team engagement

(44:48 ) – Final Thoughts

If there’s one thing I’m taking from this episode, it’s this: service starts on the inside. When we create exceptional experiences for our people, we unlock extraordinary experiences for our customers.

Mon has such a gift for making people feel seen. And her stories—particularly around writing her new book in Italy while processing deep personal loss—reminded me that great leadership isn’t about being perfect. It’s about presence. It’s about showing up even when it’s hard. That’s what thriving leaders do. 

If this episode resonated with you, I’d love to hear from you. Share it with a fellow leader, tag us on LinkedIn, or drop me a note. These conversations are only the beginning.