Seth's Blog : Two confusions

Those things you're bad at? You're not nearly as bad at them as you fear. And those things you're great at? Probably not nearly as good as you hope. We beat ourselves up a lot, but often focus on the...

Two confusions

Those things you're bad at? You're not nearly as bad at them as you fear.

And those things you're great at? Probably not nearly as good as you hope.

We beat ourselves up a lot, but often focus on the wrong areas, avoiding the soft spots and doubling down on the places where we are well armored.

Mirrors are a fairly new invention. For millennia, we had little idea what we looked like. And only in the last two generations have people had any clue about what they sounded like. Today, even though we're surrounded by sound, video and light reflecting on us, not to mention comments and the social media maelstrom, we're still quite bad at self-judgment.

You're better than you think you are.

       

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More Recent Articles

• Four ways to improve customer service
• Creating discomfort
• Worth reconsidering?
• Training customers
• Better than it needs to be

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Seth's Blog : Four ways to improve customer service

Delegate it to your customers. Let them give feedback, good and bad, early and often. Delegate it to your managers. Build in close monitoring, training and feedback. Have them walk the floor, co-creating with their teams. Use technology. Monitor ...

Four ways to improve customer service

1. Delegate it to your customers. Let them give feedback, good and bad, early and often.
2. Delegate it to your managers. Build in close monitoring, training and feedback. Have them walk the floor, co-creating with their teams.
3. Use technology. Monitor digital footprints, sales per square foot, visible customer actions.
4. Create a culture where peers inspire peers, in which each employee acts like a leader, pushing the culture forward. People like us do things like this. People like us, care.

You've probably guessed that the most valuable one, the fourth, is also far and away the most difficult to create. Culture is a posture that lasts. It's corroded by shortcuts and by inattention, and fed by constant investment and care.

Big company or small, it doesn't matter. There are government agencies and tiny non-profits that have a culture of care and service. And then there are the rest...

       

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More Recent Articles

• Creating discomfort
• Worth reconsidering?
• Training customers
• Better than it needs to be
• You are more powerful than you think

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Seth's Blog : Creating discomfort

If you're seeking to create positive change in your community, it's almost certain you'll be creating discomfort as well. Want to upgrade the local playground? It sounds like it will be universally embraced by parents and everyone who cares about...

Creating discomfort

If you're seeking to create positive change in your community, it's almost certain you'll be creating discomfort as well.

Want to upgrade the local playground? It sounds like it will be universally embraced by parents and everyone who cares about kids. Except that you now bring up issues of money, of how much is enough, of safety. Change is uncomfortable.

It's way easier to talk about today's weather, or what you had for lunch.

Usually, when we're ready to launch something, we say, "this is going to help people, this is well crafted, I'm proud of it."

What's a lot more difficult (but useful) is to say all of that plus, "and this is going to make (some) people uncomfortable."

       

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More Recent Articles

• Worth reconsidering?
• Training customers
• Better than it needs to be
• You are more powerful than you think
• "Is judgment involved?"

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