Invest in Your Team
One of my psychology professors talked endlessly about the law of transference, that the only way you can transfer good feelings is when you get good feelings yourself. Here’s the way he said it: “You can’t give away something you don’t have any more than you can come back from someplace you ain’t never been.” You must take care of the people who take care of you.
If you want the people to take care of your customers, then you need to take care of them. Caring creates caring. Each time you have an interaction with one of your employees, your staff, or your team, think about how you want them to feel and what feelings you want them to pass on to your customers, and if you treat them in such a way that they have those feelings, ...