Empowering Minds, Inspiring Action.

The Life You Love & Building A Better Life

The Essential Service Strategy You Can't Afford to Overlook

Turn Every Interaction Into a Standing Ovation

Dan Leeson brings the principles of improvisation off the stage and into the heart of business—showing teams how presence, adaptability, and generosity can transform every customer interaction. In Service Unscripted, he reveals why rigid scripts fail in high-stakes moments and how improv’s “Yes, and” mindset creates connection, trust, and loyalty in real time.

Through decades in hospitality, entertainment, and leadership, Dan has mastered the ability to read a room, adjust on the fly, and make choices that elevate both the guest and the team. His approach isn’t about reciting the perfect line—it’s about building the confidence and clarity to navigate any scene, no matter how unpredictable.

This is more than customer service training. It’s a performance-driven strategy for businesses that want their people to show up, lead in the moment, and leave every interaction better than they found it.

Over 12 Copies Sold

What I Talk About:

Customer Service as Improvisational Theater

What's in the book?

"Yes, And” is the cornerstone of great improv and great service. It means accepting the customer’s reality—whether it’s a compliment, complaint, or request—and then building on it to move the interaction forward. By validating their perspective first, you lower defenses and open the door to solutions. It’s not about agreeing with everything, it’s about creating momentum and collaboration instead of conflict.

— Chapter 2

This principle reminds us that service is never a solo act. Your “partner” might be a customer or a teammate, but the goal is the same: help them succeed. That might mean smoothing over a guest’s mistake so they feel comfortable, or backing up a coworker in front of a difficult table. When you focus on making others look good, the whole experience shines—and you build loyalty and trust along the way.

— Chapter 3

In improv, vague scenes fall flat. The same is true in service. “Be Detailed” means using specific, concrete information to reassure customers and show you’re fully engaged. A guest trusts “Your order will be at your table in 5 minutes” far more than “It’ll be right out.” Details prove you’re paying attention, give customers something real to hold onto, and build credibility in every interaction.

—Chapter 4

Customer service isn’t a script. It’s a scene—and business is always live.

In Service Unscripted, hospitality expert and improv performer Daniel A. Leeson delivers a transformative guide to navigating real-world business interactions through the lens of improvisation. With experience spanning hotels, restaurants, call centers, and immersive entertainment, Leeson shares how improv principles like “Yes, and…”, “Make your partner look good”, and “Be willing to fail” can turn unpredictable moments—whether with customers, coworkers, or clients—into opportunities for trust, clarity, and impact.

Whether you lead a team, serve guests, or run a business, this book will sharpen your ability to stay present, respond with agility, and connect with intention. With true stories, tactical tools, and psychological insights, Service Unscripted is your playbook for leading every conversation like it matters—because it does.

Lights up. Scene on. Let’s improvise.

Empowering Minds, Inspiring Action.

The Life You Love & Building A Better Life

The Essential Service Strategy You Can't Afford to Overlook

Turn Every Interaction Into a Standing Ovation

Over 12 Copies Sold

What I Talk About:

De-escalation

Team Dynamics

First Contact

Exit Strategy

Customer Service as Improvisational Theater

What's in the book?

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