Since trust is something you cannot fake, it does little good to tell the service people to “just smile and act nicely.” Customers see through a phony show of esprit de corps and put-on friendliness.
Instead of teaching employees to be fawning and sweet with customers, focus on creating a culture of high trust throughout your organization.
Customers notice and appreciate a real culture where people are not playing games with each other. Here are a couple examples you will recognize because you have undoubtedly experienced them in some form.
There is a McDonalds Restaurant on the Thruway that I avoid, if at all possible. The reason is that every time I go in there, I am…
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