hould never be taken lightly, developing a strong relationship with your client base will only lead to a prosperous future. A large part of developing a loyal customer service base deals with motivating your employees to having the corporation's views on customer service. If your employees do not have the same sense of loyalty to the customer as management does it leads to unstable relationship. The impression the employee personifies is a reflection of how the customer views the corporation. Pep Boys motivates its employees on customer service by handing out week long vacations to the top twenty five employees with the most exceptionally friendly response cards. Stew Leonard's acknowledges their commitment to customer service by having its employees follow one simple rule "The customer is always right" which is posted on a large stone upon entering the store. From CEO's of large corporations to the owners of the mom and pop stores customer service is the focal point to which they measure success. The leaders of these organizations emphasize customer satisfaction and their willingness to satisfy the customers needs.Rue and Byars (1997) describe leadership as the ability to influence people to willingly follow one's guidance or adhere to one's decision (p. 294). It is the CEO's responsibility to communicate company's message. Communication is greatly facilitated when the message is simple, powerful, and logical. Communication is also greatly facilitated when all the company's actions can be viewed in a consistent framework. This is achieved by each employee having a clear understanding of the company's mission and what each employees responsibility towards achieving the company's mission. "Leadership," wrote historian James MacGregor Burns two decades ago, "is one of the most observed and least understood phenomena on earth." In conclusion, I'd like to summarize beliefs of the authors G. William Dauphinais and Colin Price, ...
