This was a precious lesson to me. I turned to observe the scene that was visible from the kerb - the sand incident was being addressed. Less than 60 seconds later, but too late to be observed by the passers-by. On investigation I found that the staff discussion was work related, however the reminder of "wrong time, wrong place" was timely. The "snap shot" the two woman took (a moment in time) will have created a lasting impression which becomes their truth. This negative picture has shaped their belief about the centre and this is what they will tell others.
Take a step back from your business and look at it through the eyes of a potential client for 60 seconds. Are you pleased with what you see? What could be improved? Encourage your staff do the same.