Primary customer

Authentic care is practiced throughout your organization – from the leaders to the front line to the customers--or it doesn't show up. You can't expect your staff to care for your customers at a level higher than you care for them.

In fact, I encourage leaders to think about their staff as their primary "customers." If you set them up for success, they will serve their customers the same way.

This doesn't mean we do whatever they want. Your company isn't a great fit for all people, just some. And the same is true with your customers.

But here's an oversimplification of business: We do something that makes others' lives better, so much so that they keep returning to give us their time/money so we can do it again. This applies to your staff and your customers. Who is your primary customer? How can you set them up for success today?