Be Your Customer's Hero

CHAPTER 7

It’s True: Your Attitude Does Determine Your Altitude

We’ve spent the last six chapters looking at the mindset you need to deliver Hero-Class customer service. We’ve looked at how we view customers and complaints and how we deal with difficult interactions. There’s a final ingredient that ties all of these disparate strands into a big unified bow, and that’s your overall attitude—toward your organization, toward your coworkers, and toward your job.

Of all the business clichés I’ve heard in my life, few are truer than this one: Your attitude determines your altitude. One of the reasons this outlook is so powerful is because your attitude is one of the few things in life that you have complete control over. No matter what happens to you—bad ...