What Leaders Should Be Saying in Times of Change

We've all heard it said that the front line doesn't lie. This is true depending on whom it is they're talking to. Front line folks don't, indeed, can't lie for very long to the customers with whom they interact. If, for example, they feel under-appreciated, under-paid and over-worked, their attitudes toward their employer and co-workers will affect their relationships with customers to the ultimate detriment of the company. The best efforts by management to carefully craft vision and mission statements and to involve employees in the endeavor to "make it so" for every customer are maimed by negative or lethargic front line sentiment. . . . (to read the remainder of this article, please log in below.)