The old autocratic, aggressive top-down management model has become outdated and obsolete. The days of bringing the boss “a cup of coffee” are over. We live in a new age.
Study after study proves that happy employees = productive employees = happy external customers. This means that service success flows from the bottom of the organizational chain up, rather than from the top down.
Today, organizations that want a vibrant frontline service-based sales culture must shift from their entire organization serving the president, CEO, or owner, to the entire organization serving the end customer.
This can happen only by concentrating heavy resources in the area where they can do the most good: your service and sales personnel and their immediate management teams.
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