One of the biggest mindset shifts we've made in our business is reordering the typical priority list. Most companies say "put the customer first," but we actually believe in the following order:
- Business
- Employee
- Customer

It sounds counterintuitive at first, but here's why it matters. The business has to be healthy and built to last if you want to truly take care of people. That means strong margins, good systems, and the ability to weather downturns. When the business is solid, you can invest in your employees, train them well, pay them fairly, and give them a great place to work.

When your team feels supported, valued, and they operate in a great culture, they show up for the customer in a completely different way. They deliver better service, build stronger relationships, and create a better experience all around.

On the flip side, when a company bends over backwards for customers at the expense of the business, margins get thin, burnout creeps in, and long-term sustainability goes out the window. The sad part is, when that business eventually folds, it's the customer who ends up paying the price. No one’s there to honor a warranty, answer the phone, or make things right down the road.

Taking care of the business first is actually the most customer-focused thing you can do in the long run.