Customer at the Crossroads is a simple story with a powerful message. It offers a humorous and entertaining way to reinforce key customer service values. The moral of this simple, elegant parable has the power to transform people and organizations.

Do you ever stand by silently when you feel you should speak up? If so, your silence hurts. Many people say they want to speak up when they see others stereotyped, disrespected, or demeaned -- but they stand by silently because of discomfort or the fear of saying the wrong thing. They may turn away thinking “who am I to get involved, this isn't my business”. In fact, as a bystander, you ARE part of the conversation. You are the audience. Your silence allows the disrespectful behavior to continue. Your silence hurts.