Paul Philp said, “A poor onboarding experience is hard to come back from and is the fastest way to lose a customer. It's critical to actively think about the entire customer journey by defining it, mapping it, and documenting it”.This quote speaks to me deeply and influences how I show up for customers.I’m Max Mac Phail, a seasoned professional with the capacity to improve customers’ experiences, build customer loyalty, and reduce churn. Throughout my career, I have excelled at ensuring best practices by building and maintaining high-quality relationship business plans to help customers grow and achieve their goals, solving complex problems by creating unique solutions based on client needs, and providing outstanding customer service to retain customers.Presently as the assistant general manager at Hank’s Fine Steaks and Martini’s, I meet customer needs and act as their advocateby launching and sourcing for a new cocktail program that includes over 20 new products for the restaurant. Prior to my position as the assistant general manager, I was the customer support analyst, where I consistently retained customers by analyzing customer issues, providing solutions to serve customers better, checking history records, investigating complaints, trainingcustomer service staff, and maintaining customer databases. You see, being part of multiple teams throughout my career, I have had amazing experiences building and maintaining quality relationships with customers and living in a constant state of possibility.