Louis Massaro enforces a zero-tolerance policy: employees who badmouth the company to customers get fired on the second offense. He wants staff to report these incidents directly to him, treating reputation as everyone's job.
Who's had movers badmouth your company to the customer? Well, look, badmouthing can't be tolerated, right? If they're— if they are undermining your efforts on sales and marketing and an online reputation and building and creating raving fans, that's unacceptable. First of all, the badmouthing stops now. Like, if you're gonna work here, if it happens ever again, You're going to be terminated immediately. Second of all, bring this stuff to me. This is how we all get— this is what you're saying to your mover— this is what we— how we get better as a company, right? I'm trying my best, you're trying your best, the people in the office are trying their best, but here's the thing: this is not a one-man sport, right? This requires everybody to do their part.
