In an increasingly competitive environment, the customer experience matters. Companies invest in technology, training, communication systems, operational efficiency, and service recovery strategies, all with the goal of creating smoother and more positive interactions. But there is another factor influencing customer satisfaction that receives far less attention: the physical and mental state of the employees interacting with customers every day.

Think of your energy as an investment. What if you treated your energy like money or something you actively invest in? Before engaging in any interaction, you have an opportunity to ask, “Is this worth the investment and what kind of return am I expecting?” Every interaction produces a return. The question is what kind and is it worth it?