Author: Mike Banbrook

Picture this: you’re meeting a valued client to resolve a problem with your product. To protect the relationship – and your brand – you need to fix it for them quickly and seamlessly. But, halfway through the meeting, the team member tasked with fixing the problem starts randomly interrupting the client, misunderstanding basic questions and inventing answers that don’t make sense and are completely untrue. When challenged about their lies, the team member denies any wrongdoing. The truth is, you’d probably never hire someone so unreliable. Not if you wanted to have customers. Yet this is the risk too many…