Never underestimate the wisdom and resources of your frontline staff. – Lee Cockerell
As a leader one of the smartest things you can do is recognize the value of your frontline staff. They are the initial point of contact with your clientele and are the face of your organization that creates those important first impressions. Your frontline staff is important because of what they see, because of what they hear, and because of what they deliver for your organization. Your frontline people can make you or break you. Make sure that you are doing everything necessary to develop and empower them to do their work with excellence. And most importantly, thank them for all of their hard work.