I’m in the grocery store back where they filet the fish. The guy doing it is exceptionally focused and careful. I ask him why he’s so diligent. He tells me that if he’s not careful, someone could choke and die. That’s care. That’s what great service looks like.

Every customer dreams of that kind of care. Every customer deserves that kind of care.

Every day people have customer experiences where they pay to be cared for and are treated like cattle. Why don’t they get fish-filet love?

Is it because no one thinks about outcomes? Is it because they think about the sale and not the usage? Probably, but what matters most? If you’re thinking about you, the sale. If you’re thinking about the customer, it’s the usage.

What are you thinking about?

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