Bern

“I read an article a few years ago about Apple Computers’ retail division and the way they do customer service. They want their team members to trust the “positive intent” of their customers. So when a customer comes in with a complaint, they don’t want their team members to assume they are trying to rip off the company or get something for free. They know the occasional loss will be offset by the connection they create with their customers by trusting them.”
― Donald Miller, Scary Close: Dropping the Act and Acquiring a Taste for True Intimacy