Employee's Experience = Customer's Experience

I recently spoke to two store managers in two different companies and was struck by the differences in their situations, outlooks and approach to their businesses.

In the first case, company executives are focused on the customers and the employees, knowing that it is the best way to achieve success. Not surprisingly, the manager was happy and passionate about her work. She was very proud of her team, but also realistic that they could and should continue to improve.

The other manager was frustrated and beaten down. Her company is struggling to achieve their sales goals and the executives are "whipping the horses" to bring in the numbers. The feel-good stuff is long gone, and everything has become all about the numbers. Of course we need to achieve our goals, but people always respond better to leadership that is encouraging and caring, not full of blame and push.

What stood out the most was what each manager thought of their customer. Manager number one couldn’t wait to serve their customer. Manager number two couldn’t wait for them to leave. Proof that the experience of the employees has a direct impact on the experience of the customer.