𝗘𝘃𝗲𝗿𝘆 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗳𝗶𝗿𝗲𝘀 𝘆𝗼𝘂 𝗶𝗻 𝘁𝗵𝗲𝗶𝗿 𝗵𝗲𝗮𝗱 𝗯𝗲𝗳𝗼𝗿𝗲 𝘁𝗵𝗲𝘆 𝗳𝗶𝗿𝗲 𝘆𝗼𝘂 𝗶𝗻 𝗿𝗲𝗮𝗹 𝗹𝗶𝗳𝗲 “What can we do to get the honest assessment from our customers about their experience so that we can minimize the likelihood of a customer firing us because of substandard performance? What are our ‘cold eggs and untoasted English muffin’ that are sabotaging our customers’ experience?” – Keith J. Cunningham In business, the big disasters are rarely what sink you. It’s the quiet, repeatable annoyances. The coffee that’s always lukewarm. The unanswered email. The tiny maintenance issue that keeps coming back. Most companies know their big wins. Fewer know their daily “cold eggs” — the little service failures that compound until the customer mentally checks out long before they actually leave. The fix isn’t complicated: Ask for unvarnished feedback (and mean it) Make it safe for customers to be brutally honest Hunt down and eliminate the small irritations before they metastasize Because if you don’t, those cold eggs will cost you the whole breakfast. What are the “cold eggs” in your business right now? How do you make sure customers tell you before they tell everyone else? What’s the last piece of uncomfortable feedback you acted on immediately? Audit your customer touchpoints this week. Find and fix one “cold egg” before Friday.