Our experience is not what happens to us, but what we make of what happens to us.
–Aldous Huxley

I have this written on the large whiteboard that hangs directly in front of my desk at work. It is an honest reminder that the experience of the individual custo/member is not within our control. Our custo/members have the ability to transform any experience to their own liking (or disliking). Whether the experience is perceived as positive or negative hinges on some very personal criteria, which are often not easily understood.

What I can do is cultivate the opportunities for the right kind of experience. I can help create the space for a member to experience what they want – better yet, what they need – even if it’s not what I originally intended. That’s where the real power lies anyway.