I had an excellent customer experience with an auto mechanic yesterday. Afterward, I considered why it was such a positive encounter. It came down to specific things being communicated to me:

• I notice what you notice.

• I agree that there’s a problem.

• I agree that we can fix the problem.

• I agree that we should fix the problem.

• I promise to take timely, appropriate action.

It’s a clear progression, and I can see how the whole thing falls apart when certain elements are missing.

There are times when people don’t see what we see. Or they do — to an extent — but they don’t think it’s a problem. Or they agree that things need to be fixed, but they aren’t willing to do anything about it. Or they do a lot of head nodding and agreeing but fail to take action.

When all of it comes together, however, the result is happy customers, improved relationships, and a forward ratchet in the culture.