I may seem like I am asking a silly question, but truth be told, beyond the customer or patient satisfaction numbers, chances are, your employees may not like your customers or patients all that much. I am not saying that your employees are treating customers and patients with open disdain or contempt. They may be exhibiting behaviors and using language in internal meetings that demonstrate a lack of respect in a “we know better than you attitude.” Really? The lack of employee concern and caring, communicated verbally and non-verbally in the workplace, with average to mediocre employee satisfaction surveys, may be a pretty good indication that leadership behavior is sending a powerful unspoken message. When little differentiation exists (a service, is a service, is a service) to tell vendors, hospitals, doctors, and other providers apart, employees are liking their customers, can set you apart from your competition. And with little opportunity existing now, and in th...