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Your customer service problem isn't a customer service problem

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BY Ron Johnson

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A few years ago, one of our team members came down with a big health problem—a splitting headache that just wouldn’t let up. She visited several doctors, who recommended various treatments and medications to alleviate the pain, none of which worked. The pain was so intense that it made it difficult to carry out basic tasks, affecting both her personal and professional lives.

After a few days of nonstop pain, she decided to try a different route and visit a chiropractor. The chiropractor listened, asked probing questions about her headache, then examined her from head to toe—leading to a surprising discovery. As it turned out, our team member’s jaw was out of alignment. The chiropractor proceeded to treat the misalignment, and almost immediately, the pain started to evaporate. The headache, though disruptive, was not the core problem to be solved.…

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