Getting your team to care about customer service

After a pretty rough experience at Lenscrafters, Lia gets into one of the most common challenges small business owners face: how do you get your team to actually show up for customers when you can't force anyone to care?
This episode is for anyone with customer-facing team members — or honestly any team member whose attitude and engagement reflects on your brand.
In this episode you will learn:
Why getting this right starts in the hiring and onboarding process, not after things go wrong
What follow-up actually looks like when you can't chase every little thing down
How to flip the script so your team is proactively owning their performance instead of waiting to be corrected
Why recognition is one of the most powerful and underused tools for shifting team culture
What to do when someone has a "can't do anything about it" attitude and you're weighing your options
Resources mentioned:
Free Snippets Tool: liagarvin.com/snippets
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Download my FREE guide to making hard conversations with your team easier at liagarvin.com/convo
Looking for support for yourself of your team? I've got you covered.
Explore manager training, leaders keynotes & offsites, and 1:1 advisory, or my 90-Day-COO program for business owners who want simple systems that actually work.
I transform teams from cost centers to profit centers with practical tools and research-backed strategies that make managing EASIER.
Get all the details at: www.liagarvin.com
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© 2026 Lia Garvin / Managing Made Simple