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Key Takeaways A first-hand experience with frustrated customers revealed how critical every interaction is in shaping a business’s reputation.
Early career challenges can influence how leaders design systems, processes and experiences for long-term success.
I still remember the sound of that phone. It was my first day at my first real job, and the office was so quiet that the ring made me jump. I had just been hired as VP of Operations. I was 22, sitting behind a desk that looked far more official than I felt.
Ten minutes in, the landline rang. I straightened up and answered: “Hi, this is Trevor with the company. How can I help you?”
There was a pause. Then a burst of relief: “Oh my god. I finally reached someone. Where is my wedding video?”
Before I could hang up, it rang again: “Hi, this is Trevor. My wedding was a year ago. Have you guys made the video or not?”
Two calls. Two frustrated brides. Both had trusted us with one of the biggest moments of their lives — and both were wondering if we would ever deliver.
The harsh truth
Over the next three months, I learned the company wasn’t behind. It wasn’t overwhelmed. It was failing. About 50 brides never received what they paid for, and the owner eventually disappeared, still owing me three thousand dollars.
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