How can employees strike a balance between being authentic and genuine with customers while also upholding the company's standards for service excellence?

Employees can strike a balance between authenticity and upholding company standards by aligning their personal values with the company's values. They should communicate openly with customers while still following established service protocols. It is important for employees to be themselves while also maintaining professionalism and providing high-quality service to meet customer expectations. By finding a middle ground between authenticity and company standards, employees can build trust with customers while representing the company effectively.