Investing in Frontline Employees
August 2026


	Are you neglecting your most important employees? Did you know your frontline employees handle 99% of your customer contact? Yet, in many organizations, they are the least trained, least valued, and least appreciated members of the team. It’s a dangerous disconnect. Many business owners confidently rate their customer service an 8 or 9 out of 10, but how many businesses can you name that truly deliver exceptional service? In our latest article, we explore the massive gap between executive perception and customer reality. We also share why September is the absolute best time to overhaul your team's training, and how you can build a world-class service culture for a fraction of the cost you'd expect.

Transform your frontline


	Service Recovery - Loyal for Life All organizations screw up sometime during the week. Often every day. Firms like Amazon understand the power of service recovery. Most firms will say I am sorry. This is good customer service, but not Service Recovery. When a customer is upset, saying I am sorry is not going to keep the customer coming back. Many firms spend a fortune on marketing trying to get new customers. Customers are fragile, and when ticked off, they will not return. In my one-session program of 2-3 hours, Loyal for Life, and my Loyal for Life book, and online training program, I teach 4 steps. Act Quickly. All this has to be handled in 60 seconds. Take Responsibility. In the US, I find about 80 percent of employees lie. Never move it up the chain of command. Be Empowered. The employee has to handle the problem on the spot. Compensate. Every organization has products and services they can give away that have high value and low cost. Being cheap does not work.


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