Blanchard LeaderChat

Pay It Forward SignIn an earlier post I referenced the golden rule—“Do unto others as you would have them do unto you”—and suggested when it comes to customer service, you need to move up to the platinum rule—“Do unto others as they would like to be done to.” As leaders, many of you told me you were going to share that idea with your staff. Good idea!

Now, I have a version of the golden rule I would like to share specifically with you in your role as a leader:

“Do unto your direct reports as you would have them do unto your customers.”

One of the primary drivers of customer devotion and retention is the quality of the relationship the frontline staff has with customers. As a leader, what’s the best way you can impact the service your customers receive from your staff? It’s simple. Model the behavior you want to see…

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