Standard operating procedures, rules and regulations, health and safety and all the stuff that supports the framework of our businesses are all essential when we look at how our companies are held together.
But what about the other stuff; the feel good factor and the invisible emotional attachment that supports the brand – the stuff that Freud called emotional glue and Henry Ford wanted when mass producing cars in the early part of the twentieth century.
Time spent on creating the right atmosphere is never wasted. Energy spent on energising staff is good economics. Money set aside for producing that emotional glue pays dividends when keeping customers rather than losing them.