‘Truett Cathy consistently reminded his employees to respond to customers saying, “my pleasure” instead of “you’re welcome” because he loved the message that it was Chick-fil-A’s pleasure to serve their customers. Leaders are repeaters – he had to consistently communicate this message to his team in order to see results. Is it a pleasure for you to serve the customers in your business? What are those messages that you want to consistently communicate as a leader?’ (J.Maxwell) How well do we communicate? Let’s work on improving what we say, not just once, but ongoing.
