Many companies treat employees like they are interchangeable parts. Companies that have the capability to amaze and delight their customers, always have an outstanding corporate culture that treats employees with dignity and respect. Make people feel like they are needed and important to your organization. It is a poor company culture to make people feel that it is a privilege to work at your company. You see, you want your employees to go those extra miles for your customers. Some of your competitors will go AN extra mile. You want your people to go an extra FEW miles!! This is what will inspire loyalty and commitment from customers. Don’t you want to inspire your employees to think outside the box and come up with innovative solutions? If you create a company culture of, "you're lucky to have a job at this mighty company xyz", then you will likely get that same exact attitude translated into how your employees treat your customers. The degree to which you treat your employees with dignity and respect with a great corporate culture will be the tone that is reciprocated with your customer when you are not looking. That's what's important. How do your employee's treat your customers when you are not looking and they are left on their own to deal with a customer issue. I guarantee you that they're going to treat your customers the same way your company treats them.
One of the reasons why JetBlue is a stand out in the airline industry is because of their unique culture of how they treat their employees. Unions never caught on at JetBlue...which is part of the very highly unionized airline industry. How did that happen? Think what you may about Unions, but organizers can only get traction within a company if there are seeds of employee dissatisfaction. In October 2007, JetBlue was named the number one U.S. domestic airline by Conde Nast Traveler magazine's "Readers' Choice Awards" for the sixth year in a row. JetBlue has approximately 11,000 employees. Happy employees...make happy customers. Make a reservation with a JetBLue Agent or fly JetBlue and you'll get it.