Minute Mindset

How important is the customer’s experience with your company? How important is it that the customer feels good about their experience? This is one of the most critical issues in business and at the same time one of the most mismanaged moments of business.

Too many treat the customer like a moment, rather than one of the most important experiences. With all that has and is being taught about customer care, why does this happen?

For some it is the result of being overwhelmed. Their day starts with good intentions, but ends up out of control. They start their day thinking about all they want to get done, BUT the minute they enter the business environment they are greeted with “We have a problem.”  From that moment their day is out of control. They emotionally speed up and any event they come face-to-face with is filtered through their emotions.

As the customers arrive, they get filtered through all the emotional garbage that has already happened. The result is...