Let me share with you the single most important factor for business success.
It’s not your products or services
It’s not your management
It’s not your rules & regulations
It’s not your processes & systems
It’s not defined job responsibilities
Its not financial rewards
It’s the choice your people make every day regarding the quality of customer experience they deliver.
Everyday your people make choices that determine the experience your customers have with your organisation.
You can’t make your people smile
You can’t make your people care
You can’t make your people be more helpful
You can’t make your people be more welcoming
You can’t make your people go the extra mile
Only your people can make that choice.
What you can do is provide quality leadership, a people & customers focused culture, and ensure you have the right people onboard……
Then let them deliver the magic!