Sometimes we arrive at a situation where we have to present information to people that are counting on us.

Maybe it’s a presentation to the board or a team meeting with your staff.

During these times, it’s important to note that it’s not just what you say, but what you do that can make a huge difference in the message that gets across.

Talking about how the company needs to put customers first is one thing, but it loses all meaning when the front line staff has zero power in solving an issue for someone who’s had a bad experience.

“Wait, I need to talk to my manager,” doesn’t sync with “customers first.”

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