# Should customers have to get lucky to receive great service?

Source URL: https://www.gavinscott.me/blog/should-customers-have-get-lucky-receive-great-service-gavin-scott-pi9be/

Here’s a question I recently asked Customer Service and CX leaders:

All newsletter editions & articles
The Gold Dust Standard ·
16 September 2026
Should customers have to get lucky to receive great service?
Originally published in
The Gold Dust Standard on LinkedIn
.
Here’s a question I recently asked Customer Service and CX leaders:
Can a customer receive a genuinely great experience if service delivery isn’t consistent across the team?
31% said yes.
69% said no.
But the comments were where the really interesting conversation started.
One point stood out to me:
Even a poor CX operation can sometimes deliver a great experience.
It could be luck.
It could be the individual handling the interaction.
It could even be that the customer simply had lower expectations.
And that got me thinking…
Is an occasional great experience really enough?
For me, the bigger challenge is making that great experience
repeatable
.
Because consistency doesn't mean every customer gets exactly the same response.
It means customers can expect the same level of:
Ownership. Communication. Follow-through.
Whoever picks up the conversation.
That’s the difference between having brilliant individuals and building a brilliant customer experience.
Anyone can have a great customer interaction.
The real challenge for Customer Service and CX leaders is creating the
systems, behaviours and standards
that make those interactions happen consistently.
Because customers shouldn't have to get lucky to receive great service.
They should be able to expect it.
So here's the question I’d like to leave you with:
What is the biggest barrier to creating consistent service across a team?
I’d love to hear what you’re seeing in your organisation.
Want to hear more?
👉
Listen to the conversation behind this topic and hear the thinking in more detail.
👉
And if you’re a Head of Customer Service or Customer Experience and would like to join me on the Customer Service Gold Dust Podcast, you can register your interest
here
.
I’m always looking to showcase the people leading great work across our profession.
Gavin
First published in The Gold Dust Standard.
Read or join the conversation on LinkedIn
.
Keep reading.
Can a complaint create a better customer experience?
Let’s be honest, complaints aren’t usually anyone’s favourite part of Customer Service. But what if we’ve been looking at them the wrong way?
Read more
Great Customer Conversations Start With Listening
Great customer service isn't just about solving the problem.
Read more
Put these ideas to work with your team.
Explore
customer service workshops
for practical team learning, or
consulting
to work through your wider customer experience.
Let’s talk about your customer experience.
Tell Gavin about your team, your event or the challenge you’re working on.
Contact Gavin
Book a discovery call

## Links

- [All newsletter editions & articles](https://www.gavinscott.me/blog/)
- [The Gold Dust Standard on LinkedIn](https://www.linkedin.com/pulse/should-customers-have-get-lucky-receive-great-service-gavin-scott-pi9be)
- [Listen to the conversation behind this topic and hear the thinking in more detail.](https://podcasts.apple.com/us/podcast/customer-service-gold-dust-podcast/id1553942522)
- [here](https://calendly.com/gavinscott/gavin-scott-discovery-call)
- [Read or join the conversation on LinkedIn](https://www.linkedin.com/pulse/should-customers-have-get-lucky-receive-great-service-gavin-scott-pi9be)
- [Can a complaint create a better customer experience?](https://www.gavinscott.me/blog/can-complaint-create-better-customer-experience-gavin-scott-dveae/)
- [Read more](https://www.gavinscott.me/blog/can-complaint-create-better-customer-experience-gavin-scott-dveae/)
- [Great Customer Conversations Start With Listening](https://www.gavinscott.me/blog/great-customer-conversations-start-listening-gavin-scott-fdxue/)
- [Read more](https://www.gavinscott.me/blog/great-customer-conversations-start-listening-gavin-scott-fdxue/)
- [customer service workshops](https://www.gavinscott.me/workshops/)
- [consulting](https://www.gavinscott.me/consulting/)
- [Contact Gavin](https://www.gavinscott.me/contact/)
- [Book a discovery call](https://calendly.com/gavinscott/30min)