This story is so unbelievable you're going to want to watch the whole thing.

This story is so unbelievable you're going to want to watch the whole thing.

A few years ago I was hired by an $80 million manufacturing company.

First time I flew down there, they walked me through the facility. We get to the shipping department.

There was a giant screen on the wall. Proudly displayed at the top of the room.

Every shipping mistake. In real time. For the whole team to see. Every mistake, right down to the cost of the mistake, and who made it.

It was a leaderboard for who screwed up the most (and it was also demoralizing)

They called it accountability.

When I sat down with the employees, some of them were crying.

"He always expects us to know what to do, but we have no idea what he expects."

And leadership couldn't figure out why customers were leaving.

Here's the lesson:

Your customer experience will never exceed your employee experience.

If your people are scared, your customers feel it. If your people are confused, your customers feel it. It shows up in every interaction.

This week's Tuesday Tidbit breaks down the full story — and a challenge for you to figure out if this is happening inside your company without you knowing.

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