Ever wonder how much money you’re leaving on the table because your frontline team isn’t fully equipped to shine? In this episode, we dive into why the person who answers the phone, replies on chat, or greets your customers at the door is actually the real driver of your bottom line. You’ll hear how decades of experience in a highly competitive service industry turned into a simple, powerful framework for transforming everyday interactions into extraordinary client experiences. We’ll explore how timing, communication, and the right outside voice can finally make essential messages “click” for your team. If you want your business to be remembered for its service, not its excuses, this conversation shows you where that legacy really starts.

Quotes:

• Your frontline team is your bottom line.

• Most frontline teams know their job well, but they need stronger communication and confidence to truly shine.

• Extraordinary client experiences begin with the first person who answers the phone, chat, or front door.

• Sometimes people need to hear the same message from a different voice at the right time for the light bulb to go on.

• The way you lead and support your frontline today becomes the legacy your business leaves tomorrow.

Takeaways:

• Frontline employees are the most critical link between your company and your customers.

• Investing in communication and confidence skills for frontline teams directly improves customer experience and results.

• Practical, immediately usable tools can transform not only work performance but everyday life interactions.

• Messages about growth and performance often land better when delivered by an outside voice at the right moment.

• Sustainable business success and legacy are built on how consistently your frontline shows up for customers.

Timestamps:

0:00 – Podcast intro and show mission

0:16 – Welcome to the show and focus on leadership and legacy

0:34 – Greeting Christine and personal connection via her daughter

0:58 – Background in the rent-a-car industry and leadership experience

1:22 – Why the frontline team is the company’s true bottom line

1:55 – Skills frontline teams need beyond just knowing their job

2:28 – Creating extraordinary client experiences through interaction

3:02 – Training that impacts both work and everyday life

3:28 – Knowing your lane and passion for performance improvement

4:02 – Analogy about children, timing, and hearing messages differently

4:40 – Invitation to connect and closing wishes

Conclusion:

Maria Romano, host of the "From Love to Legacy" podcast, discusses her expertise in leadership and team development, particularly focusing on frontline teams. She emphasizes the importance of effective communication and confidence-building for frontline staff to enhance customer experience. Maria shares her background in the rent-a-car industry, highlighting her 30+ years as a company president. She proposes to Christine that her skills and approach can complement Christine's company's existing programs, suggesting that external perspectives can sometimes be more impactful. Maria expresses her passion for helping people improve their performance and looks forward to potentially collaborating with