Every business owner should remind themselves that they are at the heart of their business. Every decision that they make and every action that they take is transmitted through their organization and becomes part of their customer experience. You lead by example.

So, if your stated business goal is to increase customer satisfaction (make your customer’s experience better) and you ignore ringing phones in the office, you’re implicitly telling your staff that maybe customer satisfaction isn’t that important.

If you get as agitated as I do when a phone is ringing somewhere in the office and you go and pick it up, you’ve just told everyone in the staff how important it is to answer the phones and to service the customers.

No matter whether you’re an out-front leader who is in front of customers all the time or whether you’re a behind-the-scenes leader, it doesn’t matter. Understand that everything you do, your customers will experience.

Alex Glassey creates simple, integrated business frameworks for business owners and entrepreneurs. Test out his latest product F2F.live. Speak Face to Face with up to 1M people in livestreams, webinars, classrooms, meetings, and more! 

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