In this episode of Profit Sharing in the Real World, host and author Dick Erickson discuss the stakeholder mentality and how employees who feel like owners look out for each other and the customer. Dick shares real stories: an assistant manager stepping in to calm an upset customer, a manager reminding the owner of company grooming standards, and an employee speeding up service because he anticipated a customer’s needs.

The conversation emphasizes how stakeholder-minded teams take initiative, follow standards, and deliver superior customer service. Dick Erickson is the author of Profit Sharing in the Real World and How the Rubber Meets the Road, A Blue Collar Guide to Success.