GenXmanager: Leadership for the Generation X Manager

Today, I was at a fast food restaurant with my wife and daughter. I won’t mention the name of the restaurant but the values they proclaim were in complete opposition to what I experienced. I went up to the counter to ask for a refill of Diet Coke and the manager, who was talking to another employee, said, “She should have freakin recorded that.” Of course, he did not say ‘freakin’ but the real world. Yes, the queen mother of dirty words.

I was appalled. I couldn’t believe a manager would use that type of language in front of customers (including children)! I got back to the table and told my wife what I overheard. She said, “You can preach values all you want but one employee can ruin it with one interaction with a customer.” WOW! How profound.

This whole experience made me consider how incredibly important front-line employees are. You can brand the hell out your company or product or service, but one employee, in one single interaction with a customer, can obliterate the brand. As a leader, manager, or entrepreneur, do you know how your front-line staff interacts with customers? Do they exude positivity? Do they act in accordance with the values set forth by the organization? Do they enhance the brand? Here’s one way to find out.