There is a growing epidemic of poor customer service.  Many leaders will tell you that it is a result of the inability to staff quality employees.  There is some truth to this, but they need to look in the mirror for the solution.  The issue is not the employee, rather the employer.  There are plenty of dedicated, hard working people to fill any company's needs.  However, they have a choice and no one wants to give their loyalty and dedication where they are unappreciated and feel like what they do doesn’t matter.  How can fast food chains sit next door to each other and one be fully staffed with great customer service and the other struggle to keep the doors open?  I don't know the ingredients of a great chicken sandwich, but I do know the secret sauce for providing great customer service.  I share that in this episode.

Systems and processes cannot replace the human element. Lewis Taulbee Jr.