I like to observe employees when I walk into a business – their first actions or reactions tell a lot about how the place is run. Walk into a Bed Bath and Beyond and someone at the cash register always stops what they’re doing to say “hello”; same at a CVS, Houlihan’s restaurants, and lots of other places where customers and service meet. Some places – like Wal Mart – position a smiling and welcoming greeter near the door to make a good first impression: that tells you there’s a manager or owner there who’s inspired employees to do this and more when dealing with customers. It’s not that there’s close supervision in these situations: most often the employee and customer are the only ones around. So why don’t more businesses figure out how to motivate and get employees to do this - maybe it’s money, possibly a lack of focus, or maybe they just don’t know or care. When you’re the leader, tell your employees how important it is to make a good first impression and remind them that customers are always watching. Talk with your employees and make sure they give great service today.
Lawrence Peter "Yogi" Berra (1925 – 2015): American professional baseball catcher, who later took on the roles of manager and coach
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