Focusing on the customer without connecting your people to profit
is doing business on borrowed time. The experience you provide your
team equips them with emotional leverage to inspire loyal
customers.
- Engagement affects attitude
- Team attitudes affect customer attitudes
- Customer attitudes affect financial performance
- All businesses are in the people business

People want to know what you believe and what makes them valuable
to the cause. Get the absolutes off the wall and help them live
it. Tell team members:
When you do __________
you contribute __________ to the bottom line
and that supports our core belief ____________.

Employees don’t leave companies; they leave relationships and
uncertainty. Anchor your team in the certainty of knowing and
believing. Grounded in clarity, the team can deal with difficult
customer situations or changes in the organizational direction. Get
the absolutes off the wall and into their hearts.

Until Next Time,
Stephanie

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