The best builders obsess over removing friction before the customer ever has to complain about it. Great service is not just how you respond when something breaks; it is how thoughtfully you design the product/experience in the first place. That requires empathy, attention, and a willingness to get so close to the action that you can see where people are compensating for a bad process. Walk the shop floor. Watch where customers hesitate. Notice where your team has created workarounds. Every recurring frustration is an invitation to build something better.