I called my client's business in the middle of a presentation. Why? So many times as leaders we are so in the weeds. We forget it's about the customer. When is the last time you went through your customer journey?

>> If I called your business right now, would somebody pick up? >> Yes. >> Are you sure? [BELL RINGS] >> To speak with the representative, please pass one now. Thank you. [BELL RINGS] >> This is Ricardo, I may help you. >> I'm Ricardo, I'm looking for a roof, there's a leak. >> We're looking to get an instruction then? >> Well, I just, I'm looking for a roof. I think there's a leak and the roof isn't handling the leak. >> I can forward a mess and have someone get back, can I have your name? >> How long will that take? It's like leaking real bad right now. >> I'm not sure, ma'am. >> You don't know how long it'll take to get information back to me? >> Well, my madam, I don't have the scheduling, so I'm not sure how busy they are. >> I think I just need to talk to somebody else. Thank you. >> Point taken, we'll fix that. >> [LAUGH] >> Guys, this, this is like minor leagues, like there are so many worse issues. At least somebody answered the phone, you know, like it's a problem, so we just fix the problem.