Today’s word is worried. Worried because in the last week these are the things that I’ve overheard in my travels that have left me feeling exhausted, deflated and just a tad worried:

1. “Customer service isn’t anything to do with me.” 

2. “Customers ask us if we are generalists or specialists and we say we are whatever you want us to be.”

3. “I believe in marketing to everybody.”

4. “But our profession is different.”

5. “We are battening down the hatches and doing what we have always done, it’s business as usual.”

6. “What you have to do in these times is lead from the front, control everything especially employees and customers.”

Anyone else frightened?…………….