When an organization’s employees aren’t happy, it’s unlikely they’ll be providing the kind of quality service that leads to happy customers. One of the fastest ways to create internal strife is to let “difficult” people go unchecked. Too often, organizations promise satisfaction to external customers and then allow internal politics to frustrate their employees’ good intentions to deliver. It’s important to remember that your customers aren’t the only ones who come through your organization’s door every day seeking quality service. Your co-workers and leaders also need to be served. If they’re not happy, it’s not likely they’ll deliver stellar service, and

Today, we tweet about the latest books we’ve read. We let our friends know where we’re eating lunch via Facebook. We Instagram pictures of our latest purchases. We post reviews of the businesses we frequent on Yelp, TripAdvisor and Angie’s List. As consumers, many of us have gone “social.” That means companies that aren’t embracing social media today are missing out on huge opportunities to capitalize on the voices of their customers. Companies should be saying to their customers: “If you did not enjoy our service, please tell us. If you did enjoy our service, please tell someone else.” Engage