The contrast between organizations where employees are engaged, happy to be there and happy to serve and organizations where the employees are going through the motions is clearly and painfully visible to all of us. This latter organization where customers are an inconvenience, reflects a wholesale failure on the part of leadership. 

I confess to not understanding the management and leadership thinking that leads to the many unpleasant or at best, sterile experiences with retailers, health care providers and so many others types of organizations. It’s almost as if someone is in charge of ensuring a level of engagement with employees that is somewhere just north of rude and way south of pleasant.

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