A narrow table between two chairs.

When we do something that matters, something that people want, we sit across from them. Face to face. We are present, and we look them in the eye.

We can discover a lot of things when we’re taking a hard look at someone.

It’s easy to forget: providing service day in and day out requires push and pull—a continuous confrontation. Good work involves our customer confronting us and, even more so, themselves.

Confrontation is not easy. Sometimes, they might shy away. Sometimes, we might. Attention fills and empties the tank.

Let’s try holding up our end. Don’t back down. How might we sit longer, stronger? Do we need to find a better chair?

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