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James Scutt

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I am a Customer Experience expert and business transformation leader with experience in Retail, Sales & Business Development, Operations, Innovation, Digital Introduction & Adoption, Culture Transformation and Programme Management.  To find out more please visit JamesScutt.com

Walk a Mile in His Moccasins

Often upheld as a key quote within the Customer Experience industry, Walk a Mile in His Moccasins boils down to putting yourself in the shoes of your customer to test out your product or service.



Walk a Mile in His Moccasins
(Originally titled “Judge Softly”)
by Mary T. Lathrap in 1895.

Pray, don’t find fault with the man that limps,
Or stumbles along the road.

Unless you have worn the moccasins he wears,
Or stumbled beneath the same load.

There may be tears in his soles that hurt
Though hidden away from view.
The burden he bears placed on your back
May cause you to stumble and fall, too.

Don’t sneer at the man who is down today
Unless you have felt the same blow
That caused his fall or felt the shame
That only the fallen know.

You may be strong, but still the blows
That were his, unknown to you in the same way,
May cause you to stagger and fall, too.

Don’t be too harsh with the man that sins.
Or pelt him with words, or stone, or disdain.
Unless you are sure you have no sins of your own,
And it’s only wisdom and love that your heart contains.

For you know if the tempter’s voice
Should whisper as soft to you,
As it did to him when he went astray,
It might cause you to falter, too.

Just walk a mile in his moccasins
Before you abuse, criticize and accuse.
If just for one hour, you could find a way
To see through his eyes, instead of your own muse.

I believe you’d be surprised to see
That you’ve been blind and narrow minded, even unkind.
There are people on reservations and in the ghettos
Who have so little hope, and too much worry on their minds.

Brother, there but for the grace of God go you and I.
Just for a moment, slip into his mind and traditions
And see the world through his spirit and eyes
Before you cast a stone or falsely judge his conditions.

Remember to walk a mile in his moccasins
And remember the lessons of humanity taught to you by your elders.
We will be known forever by the tracks we leave
In other people’s lives, our kindnesses and generosity.

Take the time to walk a mile in his moccasins.
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About the Author

James Scutt is a Customer Experience expert and business transformation leader with experience in Retail, Sales & Business Development, Operations, Innovation, Digital Introduction & Adoption, Culture Transformation and Programme Management.  

To find out more please visit JamesScutt.com