Thanks for sharing this evergreen piece of customer relationship wisdom!
Although I am not working in the video production industry I also run a food truck business. In the hospitality industry the adage of 'the customer is king' is well known but sadly seldom practiced.
As you say - 'A bad customer experience can be turned into a good one by showing customers the human side of your business' - is such an effective way of potentially creating an ally of your brand for life.
Word of mouth - still the most powerful sales tool!
Francois van Dyk
Narian Chengiah Naidoo
Also, you must build live interaction into the training to enrich the experience... Colin Morris -Creative Pitch Doctor
Rolf, check the article on this topic that appeared at the time.
Note the comments.