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Faking caring can even be a pause -- another trick my mother taught me so I could buy time and reconsider the situation from a different place.

That container prank was fabulous!! I loved watching that video! But come on, I want the chocolates with the container logo on them!

I like what you said about faking caring. I preach being genuine, and authentic, but if you're trying to get to that place, you might learn some good habits if you're faking it - You're practicing for good customer service skills for tomorrow's customers.

It's almost as if execution were this foreign concept, a slippery situation, something to be embarrassed about. I also see many organizations thinking they don't need a senior level person for such a role, which becomes then a self fulfilling prophecy on the lack-of-results end. The reason why brands don't see the problem is that failed marketing campaigns were never an issue. This is different though, more personal. People will not come back.

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