Leaders drive the internal, employee culture. No front line employee is driving into work today thinking about how they’ll increase shareholder value. Yet leaders want them to behave as if they owned the business. Why would any employee do anything extra if they are paid the same whether they do extra or not? This is the million-dollar problem virtually every leader fails to overcome. And the customer feels it.
Employees treat customers in a mirror fashion to the way they are treated by their leaders. This is the biggest cultural dilemma you face everyday. Customers may not comprehend the quality of your product, but they have no problem deciding if you love them, or not.
When your customers interact with your front line staff, your customers are subconsciously deciding whether or not you love them. The harsh reality of most customer service programs, however, is that they focus on customer satisfaction, which is detrimental to your reputation.