Often, I will walk into a café, store or restaurant and walk back out again because the energy isn’t right. It’s hard to describe, but it’s real, and I know you can relate to it too.

It may be the staff facial expressions, the tone of voice I am hearing, the pace at which people are moving or their body language. All of these examples quickly lead me to a fairly accurate first impression of how happy these employees are.

Of course, the music, store fit-out, temperature, display cabinets and other tangibles add to this first impression but none are as powerful as the energy someone emanates when you walk into their space. Our energy introduces us before we speak.

We live in a vibrational universe. We are energy, and we embody our own frequency. When we interact with other humans (colleagues and customers), we transfer this energy. We express it, we feel it, and we exchange it—sometimes without words.

Recently I listened to this podcast on Oprah’s SuperSoul Conversations: Panache Desai: Discovering Your Soul Signature. Oprah talks with contemporary thought leader and spiritual teacher Panache Desai, about the transformative power of energy. It’s worth a listen. Panache offers some practical tips on how to be more mindful of your energy.

Leaders have the greatest impact on a service culture because leaders are closest to the employees, and employees are closest to the customers. Leaders set the tone and expectations as to what behaviours are expected of their employees when they serve customers.

We affect more than we possibly know. Every mood, thought, word and gesture impacts the people around us. Take responsibility for the energy you bring into the room.

Jaquie Scammell

‘Love Being in Service’