Stop making excuses. If your team misses a target, take responsibility. If you make a bad call, admit it openly. Vulnerability isn't weakness; it's the ultimate proof of strength. When you hold yourself accountable, you give your team permission to be honest too.

Here is a scary thought: Your unhappy employees are your brand ambassadors. Every time a disengaged employee picks up the phone, replies to an email, or greets a customer, they are broadcasting your company culture to the world. And if the signal is "I hate it here," your customers will pick up on it loud and clear.

Great leaders are like emotional Jedi. They’re self-aware, manage their emotions like pros, and know how to read the room. They make people feel valued, heard, and supported. When leaders focus on emotional intelligence, magic happens, like happier teams, lower turnover, and fewer awkward “I quit” emails.

For Joe’s team, these values even spell out "TACOS" (Teamwork, Accountability, Continuous Improvement, Optimism, and Service). Marty adds that culture isn’t just for employees, it should also guide your relationships with clients and vendors.

Building an extraordinary customer experience is exactly like that. It’s not about a single, grand gesture. It’s about a thousand small moments where you choose to go just a little bit further than expected. It’s about being remarkable, not just reliable. This is how you go from being a company people use to a company people love.

This episode wasn’t just about theory; it was a masterclass in actionable steps to elevate your customer experience by focusing on your team. Here are some standout moments: Listening as a Superpower: Joe shared how listening is the most underutilized skill in customer service. Truly hearing your customers and employees can transform relationships. The Power of Vulnerability: Marty and Joe discussed how leaders can build trust by being open about their own challenges and go

Creating a strong corporate culture is important for any business. It is not only beneficial for the employees, but it also helps to...