We have the opportunity to approach our interactions bland and transactional or bold and enthusiastic. 

What are the people we are trying to serve going to remember? 

The process could stink. The software could be taking a while. The people before us could have done wrong. We can’t control everything. 

Yet, bringing enthusiasm to any of those situations and the experience of the customer is drastically improved. 

So I ask again, what are the people we are trying to serve going to remember?