On a Halloween night a few years ago, in a different bedroom on the other side of town, I woke up to a masked man standing over me, his interrogating muffled voice agitated and frantic. I had no idea what was going to happen next.
The ceiling, no longer stone but blue with white, soft looking shapes dotted about. I hear a soldier next to me call it the “sky.” Beneath me, green, shaped like spikes yet soft. It tickles my feet. They call it “grass.” It's similar to the algae I am used to back home.
That was one of my biggest takeaways from our CSM class on Friday. We talked about customer centricity — putting the customer’s goals at the center of every decision you make. And three mindset shifts stood out to me: 1. Be outcome-oriented, not activity-oriented.