Don’t Operate on Your Personal Assumptions

The Problem with Fine

What you think is not always what other people think. Assuming that your personal likes and dislikes and way of doing things is universal can lead you to make big mistakes. What’s more important is being in sync with how your customers feel. Make sure you understand their preferences, their timetables, their assumptions of how things ought to be. If you have a disconnect between what you assume people want and what people actually want, it can create a disastrous experience.

Learn more in this week’s video!

Shep Hyken

Shep Hyken

Shep Hyken is the Lecturer of Customer Experience for the Tarkenton Certificate in Entrepreneurship and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organizations who want to build loyal relationships with their customers and employees. For more articles on customer service and business go to