I’ve been invited to participate in an Eagle Scout Court of Honor this weekend to help honor three young men from the Boy Scout Troop I used to serve.  I was told by one of the dads that, as one of their adult leaders, I had a significant influence on their Scouting careers.

While I may never know exactly how or to what degree I was able to influence these young men, I do know this kind of impact occurs only when an organization’s leaders make themselves accessible to those they serve – their “customers.” Leaders who engage their customers tend to know and understand them. This leads to closer relationships and, in turn, a higher customer retention rate and greater customer loyalty.

For me, it’s an honor to be called back to share in what is surely going to be a special day in the lives of my former “customers.” How well do your customers know you? Is it well enough to invite you back into their lives some day, even when your customer relationship with them is over?