Tag: change

Patches

FabrizioLeave a comment

Many organisations mistake customer centricity for customer support or customer success.

Yet, having the customer at the core of what you do is not about being there when they need help and collecting high scores on a satisfaction survey. It is actually more about aiming at getting rid of those things, because when the customer is embedded in the business, you know already if they need help and when, whether they are happy or not, what they want to see in the product next and how their businesses are developing.

You actually know, in many cases, before they do.

So, instead of putting patches on the relationship with those who determine your (organisation’s) success, start investing time and resources in crafting the relationship. Listen. The rest will follow.

Today and tomorrow

FabrizioLeave a comment

Success is about aligning the actions of today to the desired outcomes of tomorrow.

This is where most of us fail.

Because the short-term adrenaline rush, the immediate reward, is very attractive when compared to something that might (or not) come at some point in the future. And what if when we are there we will not like it? And what if this shiny thing right here, right now will actually become a once in a lifetime opportunity?

It never does.

We spend our days moving from one distraction to the next, and it is only when we look back at our day, at our week, at our year, (at our life?) that we realize we are not a step closer to where we want to go.

It is natural, common and accepted. And we need to stop it.

Things done right

FabrizioLeave a comment

The moment we think: “if you want things done right, do it yourself”. That is the moment things actually stop being done.

No matter the level we reach in our career, we are not responsible for everything and we are not capable of doing everything. The illusion that telling others what needs to be done would take simply too much time, or that what lands on our desk is something we need to take care of in person, is just an excuse to postpone that difficult conversation, that report that requires your full attention, that speaking engagement you always wanted to take.

It is resistance.

By being unwilling to delegate tasks that others could reasonably help with, we fail to make progress on the important or tricky things that only we can do.

How to have a good day, Caroline Webb

P.S.: This is as true as it gets even for managers who still cling to completing tasks instead of taking responsibility for the development of their team.

Dangers and threats

FabrizioLeave a comment

We are constantly scanning our environment for dangers and threats. And we end up seeing dangers and threats pretty much everywhere. Even when an actual danger or threat is not there, or is still just a hint of what might later become a danger or threat.

The wisest way one can spend their time is by exploring and understanding their own triggers, so that the auto-pilot can be kept under control.

Therapy and meditation are two great ways to do just that.

Do not bother asking

FabrizioLeave a comment

If at the end of a fairly long and ambiguos onboarding, you are displayed the following message, chances are you are going to abandon the product and never come back.

Of course, there’s the fact that automatically charging the customer’s credit card after a free trial period is a truly bad practice, and a way to signal you do not trust they would subscribe otherwise.

And there’s also a bigger failure, a messaging failure. Details are presented in a long, complex, repetitive way. A way that does not belong in an onboarding. Because what it says is not “trust us!”, but rather “no refund after the trial, even if you are no longer interested, so do not bother asking!”

What if, instead ..

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