In her book "The Art of Being," Susan C. Young emphasizes the importance of employee passion in delivering outstanding customer service. When employees are disengaged or lack enthusiasm for their work, it can significantly affect their performance and the overall client experience. This can lead to a negative perception of the business, causing customers to feel less motivated to engage with them.

Young argues that customer interactions are heavily influenced by the emotional state of the employees. When there is a lack of passion, it becomes challenging to create a positive and inviting atmosphere for customers. This connection highlights the need for businesses to foster a culture of engagement, ensuring employees are passionate and motivated, which ultimately benefits both the employees and their clientele.