The Problem That Starts at the Top
Leaders often talk about customer retention. They invest heavily in loyalty programs, promotions, and marketing campaigns. But here’s the truth: customer retention doesn’t begin with the customer. It begins with the employees serving them.
Employee retention, in turn, depends on the supervisors leading the team. When supervisors burn out, it spreads quickly. Morale drops. The environment shifts. Service declines. Eventually, customers feel it and leave.
The issue isn’t always the frontline. More often, it’s leadership fatigue that goes unnoticed.
My Experience With Burnout at the Top
Years ago, I worked for a luxury brand that was run by a family. For a while, the company thrived. The leadership cared about people. Balance was present, and the culture felt strong.
Then one of the brothers—the one who carried much of the company’s vision—passed away. The surviving brothers tried to hold things together, but the focus shifted. Profits started to matter more than people.
That’s when the cracks began to show. Managers felt unsupported. Supervisors grew frustrated and left. The revolving door of leadership never stopped, and customers could see the difference.
Profits always take a hit when people come second.
The Power of Asking
Supervisor burnout doesn’t fix itself. Leaders must be intentional, and that starts with asking.
The Power of Asking is one of the simplest—and most ignored—tools in leadership. Instead of assuming, leaders need to make a habit of checking in. Find out if your managers feel valued. Learn whether they have the tools they need to succeed. Explore how they feel about their role and what could make their work more meaningful. Those questions uncover the truth long before burnout takes over.
Asking isn’t optional. It’s leadership in action.
Why This Matters Now More Than Ever
The way we work has changed forever. Remote jobs are common. AI is reshaping industries. Employees are disengaged or overwhelmed. Leaders who ignore these shifts will lose their best people.
Waiting until the exit interview to learn why someone left is too late. By then, the damage is done. Asking must happen now, and it must happen often.
A Strategy Leaders Can Use Today
Here’s how to start applying this inside your organization:
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Check your chain of command. If supervisors are exhausted, everyone below them will feel it.
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Schedule real conversations. Don’t settle for quick chats. Create space for honest dialogue.
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Provide the right tools. If managers lack resources, frustration builds fast.
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Add energy to the culture. Break the routine with interactive activities. Live trivia is one I recommend often because it boosts morale and builds connection.
This isn’t about gimmicks. It’s about showing supervisors that they matter.
Leadership Works Backwards
Think of leadership like a chain reaction. Customer retention depends on employee retention. Employee retention depends on supervisor retention. And supervisor retention depends on you.
If you want profits to grow, put people first. Burnout is not a badge of honor. Leaders must wake up and reverse the cycle.
Conclusion: Leadership Unlocked #1 Is About Care
Supervisor burnout isn’t just a middle management problem. It’s a business problem with direct impact on customers and profits.
The Power of Asking is the key to breaking the cycle. Check in with your supervisors. Give them the tools they need. Show them they are valued. When you do, retention strengthens at every level, from leadership to employees to customers.
Profits always follow people.
Kid Corona – Keynote Speaker, National Trivia Host, Chief Border Agent of Slowjamastan
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