Keep the Customer Experience Positive

It’s really important to keep all interactions with your customers positive. That lesson was highlighted for me when I was recently a customer on the receiving end of a negatively framed conversation. I resigned from my most recent job in June, and have been looking for a new position. I recently posted my resume on a few job search sites, and one of them,, offered to do a free resume assessment.

I knew that it was bait and they would try to sell me a package to improve my resume, but I thought, it can’t hurt, so I said yes to the free resume assessment. The next day, I got a call from them. The woman who called me framed everything she said to me negatively. She did not say one positive thing about me or my resume.

I am open to the idea that my resume could be improved. In fact, there is not much I do (or anyone does for that matter) that couldn’t use some improvement. But to continually bash my resume was not a good way to engage with me and earn my business. She does have me thinking about hiring someone to help me with my resume. And I can tell you, it will be someone who is better at framing in the positive.

It was a good reminder to always frame conversations with your customer and prospects as positively as possible.

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