Business is all about the customer: what the customer wants and

Host: The office lights hummed low against the quiet pulse of midnight. Rows of desks, empty now, stretched across the glass-walled floor like a modern battlefield after retreat. The faint glow of computer screens blinked in standby, and the city lights below burned through the window — towers of commerce shimmering like stars in a man-made constellation.

At the far end of the room, a single desk still glowed. Jack sat slouched in his chair, tie loosened, sleeves rolled up, the weight of the day hanging on his shoulders. He stared at the numbers on the screen, but his grey eyes weren’t reading — they were searching.

Across from him, perched on the edge of another desk, Jeeny nursed a cup of black coffee, her brown eyes alive even in the hour of exhaustion. Papers surrounded her — reports, client feedback, graphs. The hum of the air conditioning filled the silence, steady, indifferent.

Jeeny: softly, reading from her tablet “Fabrizio Moreira once said, ‘Business is all about the customer: what the customer wants and what they get. Generally, every customer wants a product or service that solves their problem, worth their money, and is delivered with amazing customer service.’”

Jack: half-smiling “He makes it sound simple.”

Jeeny: grinning faintly “It’s simple. Just not easy.”

Jack: leaning back in his chair, sighing “Yeah. Every PowerPoint on the planet says, ‘Customer first.’ But no one talks about what happens when the customer’s always right and you’re always tired.”

Jeeny: gently “Then you remember why you started.”

Jack: looking up at her, dryly “You sound like a motivational mug.”

Jeeny: smiling, unbothered “And you sound like a man who’s forgotten that customers are people — not problems.”

Host: The city lights below flickered faintly across their faces, painting them in soft blues and golds. Outside, traffic murmured — a reminder that somewhere beyond the glass, the very people they served were still awake, living the lives this company tried to make easier.

Jack: after a pause “You know what’s funny? Every corporate handbook says, ‘Delight the customer.’ But the word delight feels out of place in a spreadsheet.”

Jeeny: smiling faintly “That’s because delight isn’t a number. It’s a feeling.”

Jack: raising an eyebrow “A feeling doesn’t pay the bills.”

Jeeny: softly “No, but it’s what makes them come back — not just because they have to, but because they want to.”

Jack: quietly “So you think business is about love?”

Jeeny: nodding slowly “In a way, yes. You build trust the same way you build love — by showing up, listening, delivering on your promises, and caring even when no one’s watching.”

Host: A plane passed overhead, its reflection gliding across the glass wall behind them. The office filled briefly with its low hum — the sound of movement, of destinations, of connection.

Jack: softly, half to himself “Solving their problems, worth their money, amazing service... You make it sound human again.”

Jeeny: smiling gently “That’s because it is. Every great company starts as a promise — to make life a little easier for someone else.”

Jack: sighing, rubbing his temples “Sometimes it’s hard to remember that when you’re buried in deadlines and analytics.”

Jeeny: softly “Then stop looking at charts and start looking at people.”

Jack: smirking faintly “You’d never survive in management.”

Jeeny: grinning back “No, but I’d survive in humanity.”

Host: The rain started outside — a light patter against the windows, like applause from the world for their small moment of honesty. The city glowed brighter now, reflections rippling across the wet glass.

Jack: after a pause “You know, I remember when I first joined this place. I thought business was about ambition — climbing, numbers, targets. I didn’t realize it was about service.”

Jeeny: nodding “That’s the evolution. Ambition makes you succeed; service makes you matter.”

Jack: quietly “Service. Such a small word for something so heavy.”

Jeeny: softly “That’s because service isn’t about bending. It’s about honoring.”

Jack: looking at her, curious “Honoring?”

Jeeny: nodding, thoughtful “Yeah. You honor people’s trust when they choose you. They could go anywhere — but they chose you. That’s sacred.”

Jack: leaning back, softly “You make business sound like philosophy.”

Jeeny: smiling faintly “That’s because good business is philosophy. It’s the study of how to give without losing yourself.”

Host: The clock ticked, steady and slow. Somewhere deep in the building, a cleaning cart rolled by, the faint squeak of its wheels echoing like time itself whispering that morning wasn’t far.

Jack: after a long silence “Do you think customers can feel that? When it’s real — when people actually care?”

Jeeny: smiling softly “Always. You can’t fake sincerity. People sense it — the way you sense warmth in a room.”

Jack: quietly “And when it’s missing?”

Jeeny: gently “They leave. Not because of price or competition, but because they stop feeling seen.”

Jack: after a pause “So that’s what Moreira meant — amazing customer service isn’t about perfection. It’s about presence.”

Jeeny: nodding “Exactly. People don’t remember policies. They remember people.”

Host: The rain intensified, streaking down the windows in shimmering lines. The neon glow from a nearby billboard reflected through the droplets — the word “AMAZING” flickering in blue.

Jack: softly, with a weary smile “It’s ironic, isn’t it? The more technology we have, the more human we need to be.”

Jeeny: quietly “Because technology serves function. People serve meaning.”

Jack: smiling faintly “Meaning doesn’t scale.”

Jeeny: grinning gently “Neither does loyalty.”

Host: A rumble of thunder rolled in the distance — not threatening, just grounding. It was the sound of something vast reminding them of their smallness.

Jack: softly “You think the customer can tell when you give your 100%?”

Jeeny: with conviction “Always. Effort leaves fingerprints.”

Jack: smiling faintly “And when you don’t?”

Jeeny: gently “That leaves fingerprints too.”

Jack: nodding slowly, voice quiet “So maybe good business isn’t about being amazing — it’s about being authentic.”

Jeeny: softly “And authenticity, when done right, feels amazing.”

Host: The lights flickered, then steadied. The office felt warmer now — alive again, even in stillness. Jack leaned forward, shutting his laptop with a soft click.

Jack: after a pause “You know... you just saved me from turning into a corporate zombie.”

Jeeny: smiling “Don’t thank me. Thank Fabrizio. He just reminded you that the customer isn’t a number. It’s a person who wants to feel like their life matters.”

Jack: grinning faintly “And the only way to make them feel that... is to care first.”

Jeeny: nodding softly “Exactly. Because service isn’t strategy. It’s empathy with a business card.”

Host: The camera panned out slowly, the glow of the monitors and the flicker of rain outside merging into one quiet, cinematic tableau. Two people, tired but awake — not just to the world, but to what work could mean again.

And as Fabrizio Moreira’s words lingered in the air, they felt truer than ever:

That business is not transaction,
but relationship.
That amazing service isn’t about speed,
but about sincerity.
And that every product, every solution, every promise —
is really a bridge built between two human beings
who both want to be seen.

Host: The city lights dimmed behind them as dawn began to rise.
Jack smiled softly, and Jeeny finished the last of her coffee.

Jack: quietly “You know, maybe the world doesn’t need more businesses.”

Jeeny: tilting her head “What then?”

Jack: smiling “It needs more people who remember why they started them.”

Host: The rain slowed, the sky lightened,
and as the morning glow broke through the glass —
their faces reflected side by side in it —
you could almost feel it:

that being good at what you do
isn’t the goal.

Making someone’s life better —
that’s amazing.