Following a service excellence approach means focusing on the customer. WISAG has decisively expanded this concept: If you run a people-oriented business, you must first cultivate good relationships within your own company – because only then is it possible to transfer the appreciation and delight of the employees to the customer. This article explains which soft and hard factors are essential for the holistic concept of service excellence in the company WISAG, which instruments are used for its operationalization and why this commitment leads to economic success