Have you ever thought of them in that manner?
They truly are that window. They provide a glimpse into the organization and all its inner workings: your culture , your workplace environment, your employee experience , your customer experience, and more.
So, imagine if the window to the soul of your organization is broken.
If employees ain't happy, ain't nobody happy!
If that's the case, know that it is your fault. Somewhere along the way, communication broke down or expectations weren't (properly) set.
Imagine if your employees aren't treating your customers well. Imagine if they take attitude with your customers or aren't willing to be helpful. What if they deliver an experience that is totally counter to what your customers expect? What if the way they act or the words they use with your customers don't reflect your culture or your brand?
Imagine if your employees make your customers feel like the women in this video make the main character feel. Granted, the women are fellow customers, but the point is still made: attitude and word choices impact those around you.
How does this happen? Again, it's your fault. You've hired wrong. Failed to train properly. Haven't communicated what a great experience looks like. Didn't provide the tools or resources for employees to do their jobs properly.
First impressions are everything. First impressions are lasting impressions. Those windows (your frontline) make a first impression - with every interaction. They give a glimpse into how your organization hires, prepares its employees, and feels about customers overall. They set the expectation for what lies ahead, causing customers to either return or move on. So make sure your windows aren't dirty or broken (so to speak).
Here are some tips to help you avoid or to fix the broken windows:
If you want to fix the customer experience, the #1 thing you need to focus on is the employee experience.
The soul, fortunately, has an interpreter - often an unconscious but still a faithful interpreter - in the eye. -Charlotte Brontë, Jane Eyre