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Employees Matter

Care for Your Employees and They Will Care for Their Customers

Shep Hyken interviews Bob Chapman. They discuss his leadership philosophies and approach to creating a “truly human” culture of caring.

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Top Takeaways:

  • You don’t need to have an out-of-the-ordinary or “exceptional” background to do exceptional things in business and your life.
  • Business has the potential to be the most powerful force for good in the world. It begins with companies truly caring about their people.
  • The most important thing for any business is to develop a sustainable business model in which people feel valued.
  • Many businesses make the mistake of only caring about numbers. Leaders instead should care about their people, making them the number one priority.
  • Create a work environment where people feel safe and valued. Give them hope for the future. That will make them feel engaged and give them the desire to contribute.
  • A leader’s job should be to help the people they have the privilege of leading grow and develop in line with the company’s vision.
  • Customers ultimately benefit from the good treatment of employees. If you take care of your employees, they will take care of their customers.
  • Find ways to make work fun. Fun is an excellent motivator that increases employee engagement and productivity.
  • The way employees are treated at work affects their behavior outside of work. Therefore, it is a leader’s responsibility to take the best care of the people within their stewardship. This has the potential to make the entire world a better place.
  • For more from Bob Chapman, check out his appearance on Shep’s TV show, Be Amazing or Go Home.


“Our fundamental responsibility as leaders is to give people a circle of safety.”

“Management is the manipulation of others for the company’s success. Leadership looks at the people they have the privilege of leading and defines success as the development and growth of those people.”

“There is no doubt that employees who feel cared for take better care of their customers.”

“The way we lead our organizations impacts the way the people of our organizations lead their lives at home.”

“Business could be the most powerful force for good in the world if we simply cared about the people we have the privilege of leading.”


Bob Chapman is the Chairman and CEO of Barry-Wehmiller. He developed management practices known as “Truly Human Leadership” and co-wrote Everybody Matters: The Extraordinary Power of Caring for Your People Like Family.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.

This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:

  1. How can I engage my employees more?
  2. How can I create a better company culture?
  3. What is the difference between management and leadership?
  4. What makes a good leader?
  5. How does the employee experience affect the customer experience?

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