The differences between chosen and unchosen suffering can make or break a customer service experience. Here's how to insert a better understanding of suffering into our customer service conversations: If you put me on hold with terrible music (unchosen suffering), every synth-clarinet sadistic coo increases my agitation until the “ZERO ZERO ZERO REAL PERSON LIVE … Continue reading Why Suffering Belongs In Any Customer Service Conversation
Tag: customer service
Mistakes Are The Greatest Natural Resource On Earth
Danny Meyer says that “Mistakes are the greatest natural resource on earth.” Mistakes are always occurring. Mistakes are never in short supply. Mistakes can be learned from, and therefore the lessons can be harnessed. Look for the mistakes. There’s gold in them there errors. h/t Danny Meyer's interview on The Knowledge Project
Podcast Of The Week: Danny Meyer On Hospitality And Humanity
I'll stop stanning Danny Meyer when he stops making me understand things so clearly. Maybe it's reading Impro and thinking of everything in terms of the status seesaw, but even in an interview where he covers a bunch of core-Meyer material, I learn something from him every time. If'n you don't know, Meyer is a … Continue reading Podcast Of The Week: Danny Meyer On Hospitality And Humanity
Miracles Don’t Take Reservations
I’m late to the Schitt’s Creek party. I know. But I’m glad I made it. This quote from Moira Rose made me hit pause and make a note: Miracles don’t take reservations. That’s right Moira, no they do not. Neither does good luck. Neither does magic. We still have to set the table. We still … Continue reading Miracles Don’t Take Reservations
Fabulous Work, For the Customer, On Time, With Quality
Patty McCord has this to say about leaders, Their only reason to be there is to do fabulous work on behalf of the customer on time with quality. Let’s break it down real simple: Fabulous work. On behalf of the customer. On-time. With quality. A team or organization that gets these things done makes a … Continue reading Fabulous Work, For the Customer, On Time, With Quality
Why A Dutch Soccer Club Melted Their Championship Trophy
The COVID pandemic blew up a lot of communities. Across Europe in particular, the tradition of gathering to watch your local soccer (football) team play once or twice a week savaged towns and family traditions alike. Games still happened, but in quiet stadiums on a television. And, if your team wins the league and there’s … Continue reading Why A Dutch Soccer Club Melted Their Championship Trophy
Landing That Client When The Confidence Isn’t Quite There Yet
You know that phase where you’re good enough at something that you’re ready to both do it and get paid for it, but you still don’t have the same confident swagger as the people you admire who make it look so easy? Here’s a little trick to help you push through it. When you’re talking … Continue reading Landing That Client When The Confidence Isn’t Quite There Yet
What The Super League Fiasco Can Teach Creators
Soccer fans the world over had a crazy week debating the Super League. Whether you live for the beautiful game or not, at the core of the story is the idea of artists, patrons, and the ceremony of performance and presentation. Davo from the Men In Blazers podcast put it brilliantly (emphasis added): This is … Continue reading What The Super League Fiasco Can Teach Creators
The Feeling Of Uncertainty Sucks
Do you have any idea what it feels like to be right? Of course you do. It’s pretty awesome isn’t it? Now, what about to feel… not right? What about confused, like when you can’t quite follow what’s going on? That sucks. Turns out this feeling of knowing is a big deal. It impacts when … Continue reading The Feeling Of Uncertainty Sucks
Emotions Come First, Logic Comes Second
You don’t have to (re)create the logical proof of why you’re right, you just have to create the emotional feeling of it being right. This is why so many smart salespeople start by building rapport. If someone feels like a friend, then whatever they’re offering will (usually) feel less candy-from-a-stranger-y. It’s a move and it … Continue reading Emotions Come First, Logic Comes Second