We all want our customers and staff to be enthused and exhibit what we tend to consider loyalty. Trouble with that word is that it is loaded with assumptions that go beyond reasonable expectations. In fact, many operators are guilty of trying to force loyalty through coercion and making things personal. This is toxic loyalty.
In today's Shift Break we will be discussing a better way to think about loyalty that builds healthy and sustainable relationships with staff and cultivates an environment where we are more likely to receive peoples advocacy beyond what is expected.
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