Nip it in Bud!
Championing Positively Outrageous Service is both explicit and implicit. Tacit approval is the message that is being communicated when one doesn’t speak out. The unspoken implicit sets a precedent every bit as much as explicit championing. Actions of management speak as loud as the words communicated. Tacit approval of toxic behavior creates a negative environment that undermines the ability to foster a Positively Outrageous Service culture. Listen to your employees and customers, uncover it, discover it, and address it!