I often receive my best training in customer service in the most unlikely situations.
My six-year-old son, Taylor, had been pressuring me for weeks to take him to a baseball game. I was still on strike as a major league baseball fan. Hence, I decided to take him to see the local team play in the College Baseball Regional Championships.
The game was terrific. It had all the elements that have made baseball our national pastime: great hitting, exciting fielding, and a late-inning comeback by the home team.
In fact, the home team won the game.
Taylor thoroughly enjoyed the game except for one aspect. He had brought his glove to the game just in case a foul ball happened to drift in our direction. With each pitch, he leaned forward in anticipation of snagging a souvenir ball.
Unfortunately, not a single ball was hit our way.
