Cultivating a Culture of Service – Lessons from Queenstown, New Zealand
In my keynotes and workshops, I focus on four pillars of world-class service: Service Leadership, Service Excellence, Service Recovery, and Service Culture. Each plays a crucial role in transforming both leaders and teams to deliver exceptional customer experiences. During my recent visit to Queenstown, New Zealand to speak at a conference on customer and employee experience, I discovered a living example of these principles in action—not just within an organisation, but across an entire town.
Queenstown (Māori: Tāhuna) is not just a breathtaking resort town nestled in the Otago region of New Zealand’s South Island. It’s also a thriving hub of adventure, ski tourism, and, most impressively, a model of community-wide service culture. With a population that has surged by 22.1% since 2018 to over 47,000, largely due to international migration, Queenstown has become a melting pot of diverse cultures and backgrounds. This diversity has fostered a unique spirit of togetherness and hospitality that is palpable in every interaction.
During my stay, I had the pleasure of speaking with locals who embody this culture daily. Sushil, my Uber driver, shared his perspective: “We treat each other like family. Many of us don’t have family here, so we take care of each other.” Later, Dave, a taxi driver, echoed this sentiment, noting, "We have so many people here from all different parts of the world, we have to be happy with each other." These conversations revealed a deeper truth: Queenstown’s service culture is rooted in a sense of community and mutual care.
While speaking with the amazing Sarah at the Kamana Lakehouse Hotel where I was staying, I was curious to learn more about what nurtures such a strong service culture in Queenstown. She explained that the hospitality and tourism industries here are remarkably interconnected, with businesses consistently supporting one another. If a place runs out of something, they simply go next door to borrow what they need to serve their customers. This collaborative spirit extends beyond business transactions—it's about people genuinely enjoying their work. There's a genuine sense of happiness in serving others, whether it's at the supermarket, a hotel, a café, or a restaurant—people here truly enjoy being of service.
It is the warmth and authenticity in the everyday interactions that stands out. Whether it’s the "Welcome" signs displayed wherever you go or the friendly, smiles and welcoming greetings of "How is your day going?"—there's a sincerity that goes beyond the typical customer service script. My experiences ranged from heartfelt conversations to moments of pure laughter with service providers, who felt free to express their true selves. As my dear friend and global strategist, Sophie Kranz wisely put it, “We create our world through our people-to-people interactions.” Nowhere have I found this more true than in Queenstown.
This was my second visit to Queenstown since May, reinforcing that this isn't just a one-off experience. The warm, genuine interactions I encountered were as present during this trip as they were during my first visit. It highlights a crucial aspect of service culture—consistency. True service culture isn’t about isolated moments of exceptional service; it’s about creating a sustained environment where every interaction reflects the organisations values and commitment to service. Queenstown shows us that consistency is key to making a lasting impression.
On my final morning walk through the town, I was moved by a monument inscribed with the words, "Service above self." This phrase perfectly encapsulates the spirit of Queenstown. It’s a place where people genuinely care for one another, creating an environment that feels inclusive and inviting. This is the essence of a service culture you can feel. It’s no wonder that Queenstown has claimed a piece of my heart; the warmth and sincerity of this community are truly unforgettable.
If it’s possible in a town of just under 50,000 people, it's absolutely possible within an organisation. With a clear vision, a sense of purpose, leadership and team committed to service, you can create a culture that resonates throughout your entire organisation.
Queenstown stands as a testament to the power of a collective mindset, where service isn't just a task—it's a way of life.