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.

Hidden within his controversial advice are timeless pearls of wisdom about leadership, motivation, and loyalty. Machiavelli was obsessed with stability, how a leader could build a state that lasts. In the modern business world, what is employee retention if not the pursuit of stability? It's about creating an organization so strong, so compelling, that your best people choose to stay, contribute, and grow with you. By reframing his core principles, we can uncover powerful, po

Resignation Season Prep is the career equivalent. Employees who have decided to leave in the New Year begin their job search long before they give notice. They are quietly packing their professional parachutes while still on your payroll. The signs are subtle, but they are there if you know what to look for.

Holiday Attitude Drift is when this stress spills over into the workplace. You’ll see a noticeable shift in an employee's demeanor. They become less patient, more reactive, and emotionally checked out. Their usual positive attitude drifts into irritability. This isn’t intentional insubordination; it's a symptom of being stretched too thin.

Quiet Dodging is the workplace equivalent. It’s when employees subtly sidestep responsibility, accountability, and challenging assignments. It’s not a flat-out "no." It's a "maybe later," a "let me check my calendar," or a complete disappearing act when a tough project is being discussed.

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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