Have you ever wondered how some people can see the good in almost anything or anybody? Workplace success and exceptional customer service begin with a state of mind. People typically behave in ways that align with their attitudes, thoughts, beliefs, assumptions, and expectations. Therefore, keeping an eye on what people are thinking and feeling about work can play a significant role in both individual and team accomplishments, including your ability to meet the demands of customers. Although negativity may seem just annoying at first, it can spread quickly through a team or organization, resulting in higher staff turnover, absenteeism, low morale, distrust, decreased productivity and resistance to new ideas or to change.