There are a number of things that managers can do, including providing people with direction and support, avoiding complacency, and looking at service as an inside-out proposition, but the most important thing is for managers to take care of the people inside the organization who are taking care of the customers outside the organization.
When an organization sustains these behaviors, the result is higher retention of key employees and customers. Organizations with managers who model these behaviors will also create higher morale because people will know that they are valued.
In difficult times it’s important for everyone to reach out and help each other. It’s a ‘pay it forward’ philosophy that encourages other people to reciprocate. That’s really what it’s all about. When we feel that people care about us, we want to stay with them, continue to do business with them, and continue to work for them.