In the TOUGH LOVE business book screenplay, there’s a scene where two former Galaxy Coffee marketers, Denny Williams and John Coffey, make an observation about the importance of front-line employees. Their observation came after visiting various Galaxy Coffee locations and noticing how some locations were energetic and others were lifeless.
Turns out the quality of the employee is the difference-maker between an energetic store and a lifeless one. It can also make the difference between a loyal customer and an infrequent customer.
Here’s what Denny and John said in the TOUGH LOVE script...
NOTE: In writing this scene, I was inspired by the following quotes...
“HR should be every company's ‘killer app.’ What could possibly be more important than who gets hired, developed, promoted, or moved out the door?” — Jack Welch [source]
“I have yet to find a company that earned high levels of customer loyalty without first earning high levels of employee loyalty.” — Frederick Reichheld [source]
“Anybody can pour a cup of coffee, rent out cars, sell pairs of jeans. Except, of course, they can’t. The [businesses] that are the best at these things take ‘anybodies’ off the street and make them their own ‘somebodies.’” — Alex Frankel [source]