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.

It’s the employee who used to chime in with brilliant ideas during the 2:00 PM brainstorm but now sits silently, nodding just enough to prove they’re awake. It’s the email that gets answered tomorrow instead of today. It’s the "Not my job, not my problem" energy radiating from cubicle four.

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

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