Impeccable Leadership

Impeccable Customer Service Tip #491

“Our mission statement about treating people with respect and dignity is not just words but a creed we live by every day. You can’t expect your employees to exceed the expectations of your customers if you don’t exceed the employees’ expectations of management.

-Howard Schultz, CEO Starbucks Coffee




  1. That is a great quote… a strong challenge to be a better manager, even if only because we want our clients to be treated in the best way possible by our employees! But it will most likely improve our relationship with the latter… Let’s go for it!

  2. Aditya Bhatnagar says

    In thinking about this issue, Wegman’s comes to mind. It appears they have paid great attention to the details of the customer experience. What light would you shed on their approach and philosophy?

  3. @Jonathan: glad you like the quote as much as I do

    @Aditya: it’s the old “Chicken and Egg” — in fact, I mention Wegman’s here:

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