By: Shep Hyken (submitted by Carmen Gass)

I was recently interviewed by Yigal Adato for his mastermind group, all entrepreneurs and owners of pawnshops. We were discussing how important it is to “bake” customer service
into the culture.

It’s leadership’s job to define the customer service vision, ensure it’s communicated, and be the role models demonstrating how customers and employees are to be treated. Read more here.