“I think offensive line play in general is really a position of service; you don’t really have stats, you don’t have the glory of scoring touchdowns.” -Jason Kelce, center, Philadelphia Eagles

“At a car dealership, the person who sells the car is the hero and also gets the commission. But if the mechanics don’t service that car well, the customer won’t return.” -Roger Staubach, Hall of Fame quarterback, Dallas Cowboys

Insightful business thinking, not from MBA grads but from football players. 

Kelce speaks of the unsung heroes who provide service with little to no fanfare. Every organization has them, whether it’s the folks in accounting or those on the factory floor, they are not seen by customers but their contributions are felt by them. 

Staubach points out a similar view about the critical nature of every role in creating customer success. It’s a chain. Every link has to do what they do to the best of their ability at the right time to make it happen. 

Essentially, both of these views point out the fact that everybody matters. Every job, every role, and every person in the organization is necessary for customer and business success. Everyone, whether they get the glory or not, is responsible for ensuring customers get what they came for. Accordingly, everyone is in a service role and is responsible for helping each other so the entire organization can best help their customers.

It is for precisely this reason that no service is inglorious. Whether back office administrator, prep cook, janitor, warehouse supervisor, mechanic, or offensive lineman, they all serve and put points on the scoreboard. 

Never underestimate your contribution…or your responsibility.

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