Do you have employees that are Customer Tone Deaf? Do customers ask for reasonable investment from our employees and are told that "our policy", or "we don't do that here"? How do you feel if your employees make an exception to the rule to make a customer happy?
*Do your employees have the authority to take care of a customer, such as give them an extra Bottle of Water? Just how far would that little extra attention go to changing the perception from your customers?
How would your employees feel if they were more empowered to help your customers?
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