Being a leader taught me how to spot a great team culture fast.

I am so sensitive to this!

Being a leader taught me how to spot a great team culture fast.

When I felt comfortable enough to laugh loud with the team, in the office, as a sign of a healthy environment, it felt like a big win!

For me, culture is what we (service leaders/owners) allow, encourage, reinforce every single day, intentionally or unintentionally!

And, sometimes we mix the two!

We send out cues, even strong signals of stress, micromanagement, distrust, disengagement (to name the soft ones) to team members, without meaning to.

Or intentionally but mistakenly apply the wrong leadership style because “it’s the only way to make them work”, We need to be in control, we don’t know (nor want to learn) a new way, change is hard.

So the experience the customer receives is only as good as the culture we create

Is the mirror of how we treat our employees and how we allow or model them to treat each other!

If your relationship with your team members is transactional – there is no news flash here! – the customer experience cannot be emotional and personalized!

Ok, enough philosophy.

I do this often: sit in lobbies, malls, cafés, beauty salons, or other queues… and just watch 👀

🙇‍♀️(With an awkward impulse to revalidate my assumptions.)

Employee dynamics.

I can immediately spot if they were never really valued by their employer, or clearly told what to do or what is expected from them, or celebrated!

Most

Look busy but unapproachable

Argue like no one’s watching (oh, I am!)

Get absorbed in tasks, missing guest cues

Seem disconnected, unaware their vibe impacts the entire atmosphere

And while they think they’re just having a "normal" day… they’re actually broadcasting a message loud and clear: "We don’t really care about your experience!"

100 points Q:

What’s happening when I’m not present❓

A frustrated, unsupported employee won’t magically transform into a hospitality superstar the moment they put on a name tag.

They’ll do the bare minimum, avoid extra effort, and worst of all, pass that level right onto the customer.

Unfortunately, most customers have become immune to poor service.

But some... (and I count oh those)

Leave and pay somewhere else

Leave positive reviews for a competitor

Walk away, feeling unappreciated and tell those 8 friends or thousands of followers to stay away.

And no, you don’t need a quick fix.

❌ Not more pressure ❌ Not customer service training

✅ Start from the inside.

Check your own vibe!

Walk the floor, greet your team warmly, and handle stress without spreading it.

Audit the atmosphere – How do my employees feel?

Want better service? Start by treating your team like VIP guests.

Respect, appreciation, and small gestures first!

Make great service automatic – give clear guidelines, set expectations, reinforce them daily!

I help businesses that love their customers deliver a 5-star experience by prioritizing the employees and turning them into service superheroes - cape not included!

Let’s talk!