Every business venture, entity or organisation has a constant, they interface with customers or consumers of their product and/or service. This ranges from at least one person (the base minimum), to thousands, millions, and billions of people. With this is a potential or a pitfall. Word of mouth is a form of ad that is quite unique at least in the sense that its hard to recall because it wasn't necessarily deliberately started by the organisation. It's usually more at the discretion of the consumer. This also means that employees (who are points of contact) play a huge role in the perception that consumers of a product and/or service have. Its become imperative to train employees very regularly. I also see this episode as a call to be proactive on the part of the employee. You don't have to wait for your employer because of at least one thing, its your career & whatever you learn is your gain. Enjoy this episode!🙂