If potential customers see my ads but they don’t buy, that’s not their fault, it’s mine.
If potential customers visit my website but don’t interact, that’s not their fault, it’s mine.
If potential customers talk to me on the phone but end up using someone else, that’s not their fault, it’s mine.
If my customers are confused and have lots of questions after they receive my product, that’s not their fault, it’s mine.
If my customers aren’t wowed enough to refer me to their friends after doing business with me, that’s not their fault, it’s mine.
If my customers don’t leave me a 5-star review, or worse, leave me a bad review, that’s not their fault, it’s mine.
It’s easy to blame someone else (that damn customer) for our problems. They weren’t smart enough. They didn’t understand the process. They weren’t the right kind of people.
It’s hard to take ownership for our own responsibilities. We’re the one that’s on the hook for our customer’s experience.
No one else; just us.
Shouldn’t we start acting like it?
Paraphrased from content in Seth Godin’s book “Tribes.” Check it out. You can thank me later.
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