This document summarizes key points from a workshop on employee-first leadership. It discusses that employee-first leaders prioritize the people they lead in order to create customer-first companies. Leaders should always be coaching employees to learn, grow and improve their attitudes, skills and actions. Coaching employees in this way will instill a performance culture where people thrive and produce excellence. When companies prioritize employees' needs, employees will in turn put customers' needs first.

1. International Builders Show 2017 Master
Workshop Handout
Employee-First Leaders Create Customer-First Companies
by Mike Moore
Leading With Love
An employee-first leader always does what’s best for the people they lead.
A customer-first employee always does what’s best for the customer.
If you aren’t leading your people to learn, grow and improve, you aren’t leading at all.
Companies don’t improve, until people improve!
Love holds people accountable.
Love isn’t soft, it holds people accountable to be their very best.

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Leaders Who Coach
What are ‘The ABCs of Employee-First Leadership’? Always Be Coaching!
Why? Because human nature never changes and natural laws never stops working!
Coaches never give in, give up or stop trying to help people improve.
Leaders who coach are obsessed with excellence and improvement.
Human Nature
Never forget people were created to be extraordinary but wired to be mediocre.
People naturally seek comfort, make excuses and are selfish.
People are wired to remember the negative.

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Natural Laws
The Law of Unintended Consequences…Your attitude /intentions produce your behavior.
Leaders who coach, check their intentions regularly. Then, they direct their people’s
intentions.
Purpose springs from intentions. Why do you do what you do?
Easy never produces excellence!
Moore’s Law of Achievement
Attitudes + Skills + Actions = Achievements (Results)
What do you spend the most time on?
Leaders who coach and managers who mentor, focus on attitudes and skills because they produce
actions.
Leaders who coach challenge people to always be learning, growing and improving, their attitudes,
skills and actions, to be a likable, trustworthy, expert, who is helpful, caring, and courageous.

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Motivation
Culture trumps tactics…What people know isn’t as important as what they believe.
Employee–first leaders coach attitudes, teach skills and manage actions so they can find another
reason to coach attitudes.
Employee-first leaders instill a performance culture where people thrive and are
constantly learning, growing and improving!
If the customer is always right, then the employee is always wrong.
“Make your company a place where people know being excellent
is the only acceptable behavior and they’ll make your customers
feel good about doing business with you!” Mike Moore

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Customer-First Employees
Most employees will be average / mediocre. It’s a leader’s job to challenge them to be their best.
The customer experience starts at closing. Before that, it’s only the buying experience.
Employees only put homebuyers needs before their own when companies (leaders) put
employees needs before the company’s needs.
Attitude Is Everything
That's why coaching (instilling) attitudes is the most important thing a leader can do and should be
the priority for every manager, executive and owner.
Mike Moore  858-354-2802  mmoore@makingcustomers.com