Henry Ford said “whether you believe you can, or you believe you can’t, you’re right.”Which is to say, if you believe you’re hugely helpful to your customers when you pick up the phone, you’re right. But if you believe you’re bothering them, imposing, intruding, you’re also right, and your behavior will change accordingly.

If you believe you’ll get the business, you’re probably right. If you believe you won’t, you’re certainly correct.

If you believe you sell products and services, just like your competition, you’re right, and you’re a commodity which means all you have to compete on is price. If, conversely, you believe you improve lives and companies, as your customers would tell you if you asked, you would also be right. This would make you singular, without competition, because your customers buy the experience with you, the relationship they get to enjoy with you.

And I would ask you, what do people believe inside your company?

Do they believe that they can, or that they can’t?

Because either way, they’re exactly, precisely right.