Every employee that works for your organization also represents your organization regardless of their job title. This isn’t to say that a business owns its employees, but rather that the employees “own” the business.

All businesses, no matter how large or how small, are made up of human beings. An organization isn’t a static object; it is a living, breathing entity made up of people.

The words and actions of those people become part of “who” an organization is and what it stands for.

If senior leadership sends communications to customers telling them how valued they are, but their actions within the organization demonstrate anything but, it shows a lack of integrity of senior leadership and thus the organization as a whole.

If a front-line employee spreads misinformation regarding politics or health and safety in their conversations with customers, it reflects poorly on the entire organization, especially if the conversation happens in the store.

Employees aren’t indentured servants, however, they are a huge part of the organization and their values become the values of the organization.

Having differing opinions is the mark of a healthy organization, but every employee should share the same core values. If they don’t – the employee, the business and the customer will suffer.