Time: 3:15–4:00 | Location: Lake Hollingsworth B
About this session
In any organization — public or private — exceptional service isn’t optional. It’s the standard that defines how we show up, build trust, and create results. But what happens when “the customer is always right” starts to wear down your team or compromise your values?
This candid and collaborative panel brings together voices from both the public and private sectors — including local government leaders and experienced business owners — to explore what true customer-first service looks like in the real world. From the front lines to the executive level, you’ll hear practical strategies for creating a culture of service that elevates the customer experience without sacrificing your team’s morale or mission.
Expect honest stories, actionable insights, and a fresh perspective on what it means to lead with empathy, consistency, and purpose — even when the situation is challenging.
Service is the expectation. This session will show you how to lead it well.
Panelists include:
Brian West – Community Relations Manager, Publix Super Markets
Moderator: Tony Johnson – Ignite Your Service Training & Consulting
Chris McArthur – Owner, Black & Brew Coffee House & Bistro
Brian Rewis – Director, City of Lakeland Community & Economic Development
Joe Tedder – Polk County Tax Collector