--- title: "SIMON SAYS: Lead Service With Intention" description: As a leader, it’s not enough to simply talk the talk. Leaders must practice what they preach. Model the service you expect when interacting with customers. image: https://www.donnellyeffect.com/hubfs/Lead-by-Example-Service-Strategy.gif --- [![Donnelly-Group_Logo](https://www.donnellyeffect.com/hubfs/Donnelly-Group_Logo.png "Donnelly-Group_Logo")](https://www.donnellyeffect.com) [(410) 212-4471](tel:4102124471) - [LinkedIn](https://www.linkedin.com/company/donnelly-effect/) - [Twitter](https://twitter.com/donnellyeffect) - About - [About Us](https://www.donnellyeffect.com/about-us) - [What We Do](https://www.donnellyeffect.com/about-us-what-we-do) - [Who We Serve](https://www.donnellyeffect.com/about-us-who-we-serve) - [Our Executive Team](https://www.donnellyeffect.com/our-executive-team) - [Our Story](https://www.donnellyeffect.com/about-our-story) - Training - [Signature Service Programs](https://www.donnellyeffect.com/signature-service-programs) - [Kickstart](https://www.donnellyeffect.com/signature-service-programs-kickstart) - [Impact](https://www.donnellyeffect.com/signature-service-programs-impact) - [Ignite](https://www.donnellyeffect.com/signature-service-programs-ignite) - [Training Types](https://www.donnellyeffect.com/training-types) - [Executive Leadership](https://www.donnellyeffect.com/training-types-executive-leadership-development-workshops) - [Managers & Supervisors](https://www.donnellyeffect.com/training-types-manager-supervisor-training-workshops) - [Front-Line Employees](https://www.donnellyeffect.com/training-types-front-line-employee-development-training) - [Training Topics](https://www.donnellyeffect.com/training-topics) - [Customer Service](https://www.donnellyeffect.com/customer-service-training) - [Leadership](https://www.donnellyeffect.com/leadership-training) - [People Management](https://www.donnellyeffect.com/people-management-training) - [Service Culture](https://www.donnellyeffect.com/service-culture-training) - [Talent Selection & Hiring](https://www.donnellyeffect.com/talent-selection-hiring-training) - [Employee Onboarding](https://www.donnellyeffect.com/employee-onboarding-training) - [Training Delivery Methods](https://www.donnellyeffect.com/training-delivery-methods) - [Keynote Speaking](https://www.donnellyeffect.com/keynote-speaking) - Resources - [SPARKS! Blog](https://www.donnellyeffect.com/sparks-blog) - [Our Book: Unlock the Magic](https://www.donnellyeffect.com/unlock-the-magic) - [Book a Consultation](https://www.donnellyeffect.com/contact-us-donnelly-effect) #### SPARKS! Blog ### Subscribe to SPARKS! Blog ![SPARKS Blog Image-1](https://www.donnellyeffect.com/hubfs/SPARKS%20Blog%20Image-1.jpg "SPARKS Blog Image-1") # SPARKS! Blog Get inspiration and ideas delivered right to your inbox! ##### When a service misstep occurs, it’s easy to place blame on front-line employees. After all, they’re the ones with direct contact with the dissatisfied customer. When faced with an opportunity to correct a situation, leaders often asses blame and administer corrective action in the form of “don’t do this, do that.” The problem with this method is that it’s entirely possible those employees were modeling the behavior they *believed* to be appropriate based off what they observe from their leaders. ##### **Frontline team members watch the behavior of leadership more than leaders realize.** They listen with their eyes more than their ears, and internalize the example leaders set more than the words they use. Therefore, leaders have more control and influence than they think. Creating a culture of service within your organization begins and ends with the leaders. #### **Leading by example** As a leader, it’s not enough to simply talk the talk. Leaders have to practice what they preach. For example, if you want your employees to stay off their cellphones when “on stage”, then you must do the same. If you want your employees to greet everyone with a smile, then you must show your pearly whites, as well. **Leaders should model the service they EXPECT from their people when interacting with customers. The front line will copy their example – kind of like a game of Simon Says.** ![Lead-by-Example-Service-Strategy.gif](https://www.donnellyeffect.com/hs-fs/hubfs/Lead-by-Example-Service-Strategy.gif?width=598&height=317&name=Lead-by-Example-Service-Strategy.gif) Imitation is only flattering when it’s done in a positive light – in a way that sky rockets customer interactions beyond expectation. What type of behaviors are you exhibiting that are being internalized by your team? #### **“It’s not you, it’s me”** Leading by example is a practical service strategy, but only when it is genuine. Everyone from security and housekeeping to retail and service representatives have customer exposure and would benefit from intentional leadership methods. Employees crave evidence that both their leaders and the organization mean what they say. By giving clear signals about your expectations, you forge a culture of clarity, fairness, and consistency within your team that manifests itself in the service they provide. **Therefore, leaders must behave in a manner that is above reproach, meaning their behavior can never be questioned by those being led.** When there’s a kink in your service culture armor, look first to yourself to see what attitude you’re displaying that your employees might be mirroring. The phrase, “it’s not you, it’s me” applies here. **Know that, as a leader, you are the moral compass all front-line employees consult for direction.** It will be ill-favored characteristics that spark dangerous levels of distrust and disloyalty within your organization, but it’ll be your actions that are most influential in building trust and creativity. ##### Take a moment to think about how you can be more **intentional** in your leadership approach. When you become your team’s inspirational vision, you’ll be delighted in how such a small shift in thinking can make such a large impact overall. --- ##### Want to BE MORE EFFECTIVE? Follow us on the journey: - TWITTER: [@DonnellyEffect](https://twitter.com/DonnellyEffect) - LINKEDIN: [Donnelly Effect](https://www.linkedin.com/company/donnelly-effect) & [Mike Donnelly](https://www.linkedin.com/in/mikedonnellyeffect) - SPARKS BLOG: SUBSCRIBE on the upper right hand side of this blog post =) ***ABOUT MIKE DONNELLY******:** With over 20 years of Disney leadership experience, [Mike Donnelly,](https://www.donnellyeffect.com/home/about/mike-donnelly-disney-institute-keynote-speaker-highest-rated-best-top) Chief Experience Officer (CEO) of Donnelly Effect shares his insights on [Talent Selection and Hiring](https://www.donnellyeffect.com/home/solutions/recruit-hire-retain), [Employee Onboarding](https://www.donnellyeffect.com/home/solutions/new-employee-orientation), [Customer Experience](https://www.donnellyeffect.com/home/solutions/customer-experience-cx), [Service Culture and Leadership](https://www.donnellyeffect.com/home/solutions/service-culture)-among others. Donnelly Effect is home of the exclusive "[World-Class Workshop](https://www.donnellyeffect.com/world-class-workshops)" series and offers [consulting services](https://www.donnellyeffect.com/our-approach/organizational-development) and [keynote addresses](https://www.donnellyeffect.com/disney-keynote-speaker-leadership-customer-service-new-employee-orientation-service-culture) to audiences of all sizes and industries. Since 2007, Mike Donnelly has been a contracted Disney Institute Facilitator, delivering Disney customer service training to audiences across the United States. *   Topics: [Customer Service](https://www.donnellyeffect.com/sparks-blog/topic/customer-service) [Leadership](https://www.donnellyeffect.com/sparks-blog/topic/leadership) [Disney Service](https://www.donnellyeffect.com/sparks-blog/topic/disney-service) [Business Strategy](https://www.donnellyeffect.com/sparks-blog/topic/business-strategy) [Employee Experience](https://www.donnellyeffect.com/sparks-blog/topic/employee-experience) [Effective Leadership](https://www.donnellyeffect.com/sparks-blog/topic/effective-leadership) #### Leave a Comment: #### Related posts - [Facebook](https://www.facebook.com/sharer/sharer.php?u=https%3A%2F%2Fwww.donnellyeffect.com%2Fsparks-blog%2Fline-by-design-why-great-guest-experiences-begin-before-the-front-door&t=Line%20by%20Design:%20Why%20Great%20Guest%20Experiences%20Begin%20Before%20the%20Front%20Door) - [Twitter](https://twitter.com/intent/tweet?url=https%3A%2F%2Fwww.donnellyeffect.com%2Fsparks-blog%2Fline-by-design-why-great-guest-experiences-begin-before-the-front-door&text=:%20) - [Linkedin](http://www.linkedin.com/shareArticle?mini=true&url=https%3A%2F%2Fwww.donnellyeffect.com%2Fsparks-blog%2Fline-by-design-why-great-guest-experiences-begin-before-the-front-door&title=Line%20by%20Design:%20Why%20Great%20Guest%20Experiences%20Begin%20Before%20the%20Front%20Door&summary=) - [googleplus](https://plus.google.com/share?url=https%3A%2F%2Fwww.donnellyeffect.com%2Fsparks-blog%2Fline-by-design-why-great-guest-experiences-begin-before-the-front-door) #### [Line by Design: Why Great Guest Experiences Begin Before the Front Door](https://www.donnellyeffect.com/sparks-blog/line-by-design-why-great-guest-experiences-begin-before-the-front-door) [Mike Donnelly](https://www.donnellyeffect.com/sparks-blog/author/mike-donnelly) | June 12, 2026 From physical lines to virtual holds, the way guests wait shapes how they feel long before the main experience begins. #### Related posts - [Facebook](https://www.facebook.com/sharer/sharer.php?u=https%3A%2F%2Fwww.donnellyeffect.com%2Fsparks-blog%2Fthe-human-advantage-building-trust-in-a-trend-driven-world&t=The%20Human%20Advantage:%20Building%20Trust%20in%20a%20Trend-Driven%20World) - [Twitter](https://twitter.com/intent/tweet?url=https%3A%2F%2Fwww.donnellyeffect.com%2Fsparks-blog%2Fthe-human-advantage-building-trust-in-a-trend-driven-world&text=:%20) - [Linkedin](http://www.linkedin.com/shareArticle?mini=true&url=https%3A%2F%2Fwww.donnellyeffect.com%2Fsparks-blog%2Fthe-human-advantage-building-trust-in-a-trend-driven-world&title=The%20Human%20Advantage:%20Building%20Trust%20in%20a%20Trend-Driven%20World&summary=) - [googleplus](https://plus.google.com/share?url=https%3A%2F%2Fwww.donnellyeffect.com%2Fsparks-blog%2Fthe-human-advantage-building-trust-in-a-trend-driven-world) #### [The Human Advantage: Building Trust in a Trend-Driven World](https://www.donnellyeffect.com/sparks-blog/the-human-advantage-building-trust-in-a-trend-driven-world) [Mike Donnelly](https://www.donnellyeffect.com/sparks-blog/author/mike-donnelly) | January 16, 2026 Every year around this time, my inbox fills with "top trends" and "predictions for the year ahead." #### Posted by:- [Mike Donnelly](https://www.donnellyeffect.com/sparks-blog/author/mike-donnelly) ### Posts by Topic - [Leadership (85)](https://www.donnellyeffect.com/sparks-blog/topic/leadership) - [Customer Service (82)](https://www.donnellyeffect.com/sparks-blog/topic/customer-service) - [Disney Service (78)](https://www.donnellyeffect.com/sparks-blog/topic/disney-service) - [Effective Leadership (72)](https://www.donnellyeffect.com/sparks-blog/topic/effective-leadership) - [Employee Experience (67)](https://www.donnellyeffect.com/sparks-blog/topic/employee-experience) ### Unlock the Magic! ![Unlock the Magic_3D book image L-3](https://www.donnellyeffect.com/hs-fs/hubfs/Unlock%20the%20Magic_3D%20book%20image%20L-3.png?width=200&name=Unlock%20the%20Magic_3D%20book%20image%20L-3.png "Unlock the Magic_3D book image L-3") [Buy Now!](https://www.lulu.com/shop/michael-j-donnelly/unlock-the-magic-50-key-strategies-to-unlock-the-magic-in-your-organization-from-my-years-as-a-leader-at-the-walt-disney-company/ebook/product-1p72vqgv.html?hsCtaTracking=8ceba83f-c058-4571-94c1-04f6bbea79a8%7C59ac7eef-e766-4b0d-8f0b-5bdbaeb25740&page=1&pageSize=4) ### Donnelly Effect In Action   ### Recent Articles ### Popular Articles ![Donnelly Group_Logo-2](https://www.donnellyeffect.com/hs-fs/hubfs/Donnelly%20Group_Logo-2.png?width=200&height=71&name=Donnelly%20Group_Logo-2.png "Donnelly Group_Logo-2") Creating customer loyalty by preparing people to work happy. - Annapolis, MD - [(410) 212-4471](http://#) - [mike@donnellyeffect.com](mailto:mike@donnellyeffect.com) - [Twitter](https://twitter.com/DonnellyEffect) - [Linkedin](https://www.linkedin.com/company/donnelly-effect/) #### Explore - [What We Do](https://www.donnellyeffect.com/about-us-what-we-do) - [Who We Serve](https://www.donnellyeffect.com/about-us-who-we-serve) - [Signature Service Programs](https://www.donnellyeffect.com/signature-service-programs) - [Training Types](https://www.donnellyeffect.com/training-types) - [Training Topics](https://www.donnellyeffect.com/training-topics) - [Speaking](https://www.donnellyeffect.com/keynote-speaking) #### About Us Applying decades of Disney professional development & leadership experience, we help destination locations create customer loyalty by preparing their people to WORK HAPPY. #### Recent SPARKS! Blog Posts © Copyright 2022 | All Rights Reserved | The Donnelly Group ```json { "@context" : "https://schema.org", "@type" : "BlogPosting", "author" : { "@type" : "Person", "name" : "Mike Donnelly", "url" : "https://www.donnellyeffect.com/sparks-blog/author/mike-donnelly" }, "datePublished" : "2018-02-06T16:42:37.000Z", "headline" : "SIMON SAYS: Lead Service With Intention", "image" : [ "https://www.donnellyeffect.com/hubfs/Lead-by-Example-Service-Strategy.gif" ], "mainEntityOfPage" : { "@id" : "https://www.donnellyeffect.com/sparks-blog/simon-says-lead-service-with-intention", "@type" : "WebPage" }, "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://www.donnellyeffect.com/hubfs/Donnelly-Group_Logo.png" }, "name" : "Donnelly Effect" } } ```