09/09/2026
Recently I sat across from a customer and asked her to tell me about her experience with a company I work with.
No script. No prep.
She was one of the most natural interviews I have done in twenty years in the chair.
That caught me off guard. I have interviewed people on television sets, backstage, in living rooms, on location for networks. Most people struggle with the camera. The question lands, and you can watch them reach for the answer, trying to find the right version of what they want to say.
She did not reach. She just talked.
When someone has genuinely received something valuable, when the experience matched what they were promised, the words come without effort. There is no performance required because there is nothing to manufacture.
What came through was not about the product. It was about how she was treated. She was young. She had questions. Nobody made her feel small for asking them. The owners listened. She left feeling taken seriously by people who respected her enough to explain it.
After the interview, one of the owners watched the playback and said, "If this can't sell our product, nothing can."
He was not talking about the video. He was talking about what she said.
