Rewarded behaviour gets repeated.
Pretty simple really.
Whatever behaviour you want, reward those who demonstrate that behaviour.
1. You have a great employee who has just gone out of his way to serve a customer.
Reward that behaviour: can be as simple as a “Thank you”, movie tickets, a bottle of wine, whatever.
2. You have a customer who has just purchased a case of champagne from you.
Reward that behaviour: perhaps a complimentary champagne glass, maybe an Ice Bucket, maybe you’d carry it out to the car.
Whatever behaviour you want, reward that behaviour.
It’s the reason we have Loyalty cards and why credit cards have Fly By points.
Because rewarded behaviour gets repeated.
Are you rewarding the behaviour you want in your life?