Welcome to the "Performance Excellence: Analyzing Your Customer Service" series of video lessons meant to teach you how to make every contact with a customer a positive one. This video lesson, "Customers Come Second," is the third of nine. This lesson describes the book The Customer Comes Second by Hal Rosenbluth and Diane Peters. Although the lesson indicates that both the customers and the employees should come first, it does agree that employees must feel happy and appreciated to create a positive work culture that results in exceptional customer service. In the end, viewers will learn the three elements found in engaged employees and how that can make a difference in customer service.