Sample · missed connections

When "sounds good" was the wrong answer.

Six moments from the recordings where a customer trusted the rep with something heavy — a death, a cancer, a parent slipping into dementia — and the conversation moved straight back to budgets, keypads, and Wi-Fi. These are the clearest examples of why noticing matters.

How to use this: open a training session or a leadership conversation with one of these. Read what the customer shared, then read how the rep responded. The gap between the two is the case for coaching — and the four angles on each card are how you close it.