Introduction

I LOVE worst-case scenarios.

Why? Because they hold the key to creating truly incredible service.

Think about it. There is a lot of bad service out there. And most of it happens because people who serve the public constantly fear the worst, and then react to everyone from a defensive posture. Scratch the surface of most disengaged people who serve the public, and more often than not you will find fear lurking there. They feel alone and vulnerable on a very public stage, worrying about when the next customer will leave them twisting defenselessly in the wind.

When service providers don’t bother to ask you what you want, it is often because they are afraid they won’t be able to handle what you tell them. When they tell you “no,” they ...

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