Why are good management skills important to customer loyalty?

Customer loyalty plays a critical role in the success of many businesses and professional practices.  Employees are frequently sent to training classes designed to enhance these skills. While these classes may provide good information, long-term benefit is usually negligible.  Many companies use "scripting" which outlines just what employees are to say to customers or clients in any given situation.  Here again, while the script may be quite customer-friendly, employee attitudes or non-verbal messages may completely negate the spoken words. 

One crucial factor playing an enormous role in employee attitudes is leadership behavior.  Leader behavior is more important than any other single factor in determining how long employees will remain with the organization and how productive they will be while there.  If employees believe they are supported in their various roles within the company or practice, if teamwork is encouraged and nurtured  and if a sense of "we know where the organization is going and we embrace that mission" is created, that attitude is generally translated to customers and clients.  

This blog will explore both toxic and productive leadership behaviors.  I will discuss real issues experienced by the clients I serve (with names and identifying information omitted, of course) and outline solutions to those problems.  I welcome questions and input.