Behind Closed Doors: Where Client Experience Is Won or Lost
by Firas Al Msaddi
Monday, 30 June, 2025
If a leader, in any situation involving a client complaint or negative feedback, even subtly suggests—through body language, facial expressions, or words—that the issue lies with the client, the market standards, the regulatory framework, third parties, or even government laws…
Then that belief, whether intended or not, will silently transfer into the subconscious of the team.
And once that happens, the damage is done.
Because what leaders say behind closed doors becomes far more powerful than any official company statement about client experience.
People don’t follow policies—they follow what leaders silently approve of.
The Most Dangerous Belief on the Frontline
The most dangerous belief a salesperson—or any frontline team member—can develop is the idea that client satisfaction is someone else’s responsibility.
That it’s possible to be “doing their job” while clients are dissatisfied.
This mindset is lethal to any business.
Client experience is not a marketing slogan.
It’s not a department.
It’s a non-negotiable cultural standard—one that must be lived, not just spoken.
And unless leaders deeply believe and consistently act as though the client is always the priority, their teams never will. Culture is not what’s announced. It’s what’s tolerated.
Even when the client is wrong—it’s still our responsibility.
Why?
Because unmet expectations are almost never random.
In 99.99% of cases, they trace back to unclear or poorly managed expectations.
That means no matter how irrational, angry, or misinformed the client may seem, our job is not to win the argument.
Our job is to:
This is not a 99% principle.
It’s a 100% standard.
Until leaders live this truth behind closed doors—consistently, quietly, and even when no one is watching—client experience will never be more than a poster in the hallway.
Follow me on Instagram, LinkedIn, YouTube, and TikTok— for proven strategies on how great leadership builds unshakable trust, elevates client experience, and drives long-term business growth.
Then that belief, whether intended or not, will silently transfer into the subconscious of the team.
And once that happens, the damage is done.
Because what leaders say behind closed doors becomes far more powerful than any official company statement about client experience.
People don’t follow policies—they follow what leaders silently approve of.
The Most Dangerous Belief on the Frontline
The most dangerous belief a salesperson—or any frontline team member—can develop is the idea that client satisfaction is someone else’s responsibility.
That it’s possible to be “doing their job” while clients are dissatisfied.
This mindset is lethal to any business.
Client experience is not a marketing slogan.
It’s not a department.
It’s a non-negotiable cultural standard—one that must be lived, not just spoken.
And unless leaders deeply believe and consistently act as though the client is always the priority, their teams never will. Culture is not what’s announced. It’s what’s tolerated.
Even when the client is wrong—it’s still our responsibility.
Why?
Because unmet expectations are almost never random.
In 99.99% of cases, they trace back to unclear or poorly managed expectations.
That means no matter how irrational, angry, or misinformed the client may seem, our job is not to win the argument.
Our job is to:
- Protect the brand
- Preserve the trust
- And make sure the client walks away feeling heard, respected, and taken care of.
This is not a 99% principle.
It’s a 100% standard.
Until leaders live this truth behind closed doors—consistently, quietly, and even when no one is watching—client experience will never be more than a poster in the hallway.
Follow me on Instagram, LinkedIn, YouTube, and TikTok— for proven strategies on how great leadership builds unshakable trust, elevates client experience, and drives long-term business growth.
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