Absolutely! And I like his idea that it happens more often than owners realize for another reason—I doubt there’s a business owner in the world who starts his day hoping to create poor customer experiences. Yet they’re out there more often than truly good experiences, and so often caused by not being able to see things from where the customer stands.

Todd,

Yep. It put a smile on my face, too.

Regards,

Kelly

It pays to have someone outside of the bottle, reading the label to you, doesn’t it? Maybe helping you change that label, tweaking the verbage as it were? A partner of sorts, but someone at arm’s length of the business who will tell you the truth, not just nod and say “Yes, that’s great” when it’s not?

I think it helps too when you have that professional eye looking at things. It’s kind of like when you’re sick, everyone has an opinion as to what the problem is. But the cause doesn’t become truly clear until you see your doctor…

~Graham