Can you possibly take care of customers without first taking care of your team members?
That means that we do not sacrifice team members at the alter of service. Yes, customers are entitled to great service but NO, they don't get to trash our team members in the process.
One of my current team members tells me of a story about working at Trader Vic's. He said that if a customer abused you, the manager politely walked that customer out of the store. Abuse of team members was never welcome. Abusive customers can shop someone else.
Centered leaders satisfy customers without sacrificing team members.
In the end, that leads to better service for everyone.
-- Douglas Brent Smith