Worrying

Worrying never helped one bit.

It does not make people feel better, it does not give the object of worrying a clearer shape, it does not move towards a solution.

Worrying is an easy shelter. When we say we worry about something, we take a distance from that thing, we see it from afar and hope we never get there.

What we would really need, instead, is to immerse ourselves in it, dissect it and see how it looks like. See if anything can be done about it, then act, and move on. Leaving behind all that is beyond our control.

Truth is, worrying is comforting. It takes courage to move past it.

Don’t make it difficult

When adding complexity to a customer experience, we should ask if we do so to deliver more value or to put a patch on some insecurity of our organization.

Having customers queueing on the phone just means we are not sure we will be able to handle their questions.

Sneaking an hidden price in the service just means we are not sure people would pay for it.

Asking a question that does not change the transaction in any way when the customer is at the counter and ready to buy just means we are not sure we have enough information.

Pushing ads when the customer is seeking content just means we are not sure the customer would pay for the content alone.

Needs and wants are often fairly simple and straightforward, and it is worth the effort to attempt to meet them on the same field. On the other hand, fears and doubts are often quite layered and complex, and it is delusional to believe we can push them to the customers by keeping their experiences worth living.

Side effects

At some point, we need to start asking ourselves what type of effect our work has on the world.

We can’t continue to celebrate a new way to keep customers glued to the screen, a new technology that allows whoever to spread a message with the face and voice of a celebrity, a new creative ad from a company who is indirectly promoting obesity, a tweak in the algorithm that dumbs down your social media timeline.

Perhaps these are innovation, perhaps they are groundbreaking in their fields, perhaps there’s creativity and execution to be rewarded in these and other pieces of modern work. And perhaps, the very same thing could be used for good.

Yet, we should worry about how things are received and interpreted by the public, how the things we have helped developing and bringing to life are impacting millions of individuals, whether that is intended or not. We need to factor in side effects when talking about the work we want to do, otherwise our story is but a chapter featured in a book that others will complete.

Parenting and leadership

I would not go as far as saying that people with no kids cannot make a good leader, and yet certainly being a parent gives an edge on others when it comes to leading people.

There are few things that being a father tought me, and that I could translate basically 1:1 to my leadership roles.

First, it’s not about you. The moment you become a parent, you realize you are the least important person around. You don’t do parenting by being a prima donna, as you don’t do leadership by attracting the spotlights. And there’s more to it. You soon understand that while you are on your way out (not matter how old you are and how recently you have been promoted), the people you are helping develop are the future. The way you teach them will have a tremendous impact on what they will do in the world and how they will do it.

Second, don’t fall in love with your ideas. If you are a parent, you know plans change. No matter how much you want to go to the fair, or to the lake, or to the museum, something will most likely happen, and you’ll have to find an alternative despite your disappointment or anger. Flexibility and open mindedness are key when you are in charge of others, as is setting some kind of distance between yourself, your satisfaction, your success on one side, and your thoughts and ideas on the other.

Third, you have to show up. Parenting, as leadership, is not something you can switch off when you do not feel like doing it, when your head hurts, when you are exhausted (for perfectly legitimate reasons). You can’t hide in a room (or in a office) and pretend things are the way you want them to be. This also means that, as there’s no rest, you need to become good at taking your breathing moments without abandoning the ship.

Fourth, you are looked up to. If you have kids, you know how much of what you say and what you do they assimilate. It is often puzzling to me seeing myself through the eyes of my kids, as they play make believe, or as they react to certain situations in ways that are way too familiar to me. There’s so many people in leadership positions that think that what they say and what they do does not matter, because eventually everyone is free to make their own choices and be their true selves. Particularly in the short term, the way authority behaves is the way people around authority will behave.

Fifth and last, you get to clean a lot of shit. It’s not only a funny ending to this blog post, it’s more about taking responsibility for others’ behaviors. If your kid punches another kid at the park, you don’t say “ok, go clean your mess!”. You make sure the other is ok, you apologize and make your kid apologize, you might go as far as talk to the other’s parent to apologize once again and make sure everything is alright. And you take it on yourself to follow up and explain why that was not good and how kind people behave in that situation.

Fair is out there

Who gets to decide what is “fair“?

It’s us, and we get to make that decision many times every day. When we buy something, when we read the news on Facebook, when we click for next-day delivery, when we dumb down on YouTube’s timeline, when we put a pre-cooked meal in the microwave, when we buy at a discount rather than at full price.

The problem is, we usually do not go with what is fair, as cheap and convenient are alluring. That’s fine, as long as we know that fair is out there, waiting to be picked.