227: 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
Contact: liagarvin.com/contact
Email: hello@liagarvin.com

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© 2026 Lia Garvin / Managing Made Simple