Specifically the relationship between employees and customers. I've kinda been obsessive about it.  I've spent the majority of my career in various leadership roles in the restaurant and retail industries being a student of this relationship and pioneer in the ways to improve it.  Frequently my style has been called "rogue" or "renegade" or "fun to watch" because you never knew what I would do next. At the end of the day though I generated results. Bottom line, revenue producing results.

My "renegade" approach really wasn't renegade at all.  I held two things constant: 1. Customers will always respond most to human connection and quality service. 2. Employees, every single one of them, have something more than fulfilling a job description to bring to the customer experience. 

Some of the benefits of putting your culture first:

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• Increased employee satisfaction = decreased turnover

• More knowledgeable staff = greater customer confidence and repeat business

• Better hiring practices = lower training costs

• As an owner, less stress and more faith that those you entrust your dream to are in alignment with you.

In today's world of the "quiet quit" or the "great resignation", an employee is really a customer of your culture - if they want to go somewhere else, your customers are not far behind (if not already in front)!