What I like about the screaming baby metaphor is that it does not matter what you say, the baby is unhappy and unable to truly communicate the root of the unhappiness. This is much like a customer. Usually, what they think is wrong is actually not the problem. While some parents argue that they could tell an “I’m wet” cry from a “I had a bad dream” cry, I was never so lucky. Often, in my stupor, I would try in vain to quiet her. This forced me to pay close attention to her needs and put my fatigue and agenda aside for the sake of comforting her.

Also, much like the customer, they cry because they need you. Your undivided attention. Mine would not even let me watch baseball on mute. If she figured out that I was not completely devoted to her, then I was done for, and she would launch into another fit of crying. Much is the same in business. Often, clients and employees don’t need to be dazzled, they need your care…they need you.

Great post! Looking forward to many more……