Tag: communication

Putting into boxes

Fabrizio3 Comments

There’s a lot of power in categories. They help us make sense of the World around us, understand each other, feel safe in situations in which we normally would not, as well as feel unrest when we step into something that is listed in one category we are not comfortable with.

Yet we should never forget that categories are made up. They are not real, in the sense that they do not exist before we attach a meaning (both literal and figurative) to them.

This means mainly two things.

In approaching others, we should maintain our categories flexible. Both the ones in which we think we fit and the ones in which we think the other fits. We must be careful in taking all the background of a category with us when we enter a new situation. It might greatly limit our experience and not do the other justice.

And if we do not like the category in which we have been put, we should be aware that it  is possible to shift its meaning. Perhaps initially it will change for us only, and that would already be a great achievement. But if we are consistent enough with the new narrative and how we present it, if we gather a following, and if it sticks, in the long term, little by little, we might actually be successful at a much larger scale.

Nothing is fixed and forever, so let’s put categories back to their rightful place. Categories should work for us, they should not get us all worked up.

 

Back to the basics

Fabrizio2 Comments

A couple of old frameworks to help think about communication, at a moment when communication is everything and is greatly misunderstood.

First, the maxims of Grice.

Quality – Make your contribution one that is true.
Quantity – Make your contribution as informative as is required (no more).
Relevance – Make your contribution relevant, pertinent to the discussion.
Manner – Make your contribution clear, brief, orderly, avoid obscurity and ambiguity.

Then, the Buddhist four gates of speech.

Is what I have to say true?
Is what I have to say necessary?
Is what I am saying kind?
Is it the right time?

Writing, speaking, in general communicating without having these in mind generates weak and unaffecting communication.

Customer disservice

Fabrizio1 Comment

We are all lazy as customers, and somehow we forget this basic fact when we change our dress and become business people.

Hi Generic User

Thank you for contacting Support.

We appreciate your time and effort invested in contacting us.

It is unfortunate that you are facing issue with your product. Need not to worry we will surely try our best to resolve this issue.

Please provide us with the below information so that we could help you more appropriately regarding your issue:

  1. Was there any liquid/physical damage to the product?
  2. Have you ever dropped your product?
  3. Are facing issue from the day 1 of purchasing the product?

We really apologize for the inconvenience that this has caused. Please perform a factory reset on your product, please see below on how to perform it.

Please provide us clear pictures of your product and the video of the issue.

Please feel free to reach out to us if still issue persists.

Best Regards,

I have three problems with this way of making a connection with a customer.

Number 1, you have my name, you can use it. I have purchased from you, I am getting in touch about a specific order, you have all the details about my life as a customer (and perhaps some more). It’s quite pointless that the next time I scroll through my Facebook timeline I will see an offer from you “JUST FOR ME!!!”, if you are not personal when you can be.

Number 2, can I ask how many people tell you they have spilled liquid on their product, damaged it, or dropped it? And if they are honest and they do, what is your answer? Are you telling them that it is their fault the product does not work (and fail their honesty, losing them for good), or are you going to pretend nothing happened and still replace the product (and then why the question in the first place)?

Number 3, please do not make it feel as if by having an issue with your product I am being hired for a second job. Be sure that the tasks you ask me to perform are related to my request (I am not sure how useful taking a video can be for sound not coming from earphones) and are few.

I got this answer after only 14 minutes from my request of assistance. I imagine first response time has been dealt with. What about the rest?

A couple of alternatives.

Hi Fabrizio, thanks for reaching out.

I am sorry you can’t hear music coming from your headphones, when did this start? Also, can I ask you to perform a factory reset on them? We found this is helpful in some cases. To do this, follow the instructions at the end of this message.

If this does not help, we’ll arrange a replacement, as I see it’s been just two months from your purchase. We are proud of the quality of our products, but sometimes things do not go as planned. I apologise for this.

Be in touch soon!

Or

Hi Fabrizio, thanks for being in touch.

I am sorry you can’t hear music coming from your headphones. You bought them two months ago, and this should not happen.

I am not in a position to offer a replacement, unfortunately. We are striving to keep the cost of our products the lowest on the market, and this is why we are able to offer only 40 days of guarantee on earphones. We have found that customers, sometimes, are not as careful as you shared you’ve been, and by increasing the guarantee period, we might actually end up losing money. I am genuinely sorry for that.

What I can do, if you agree, is transfer a €10 credit on your account to use with your next purchase. No strings attached, it is valid forever, use it when you want it, and on whichever product you might be interested into.

I understand this is not the solution you were seeking, and I will appreciate if you would get back to me with an answer, so that I can proceed with crediting the money on your account.

Looking forward to hearing from you!

Sunny and rainy days

FabrizioLeave a comment

Almost everybody loves a sunny day. It is a given, something we do not spend much time thinking about. If it sunny outside, we know most people will be happy about it.

Not quite as many people, though, loves a rainy day. Actually, quite a few. And if you are one of those, it is quite special to meet somebody who does too. You will possibly start talking about how a rainy day makes you feel, sharing experiences of stuff you’ve done when it was raining, and complaining a little bit about the bad press rain usually gets.

The point is. You can choose to connect on something that most people like, that is widely accepted. It is easy, and probably you will be easily and quickly forgotten.

Or you can pick a character that is peculiar to you, one that identifies who you are and that some people, at some point, might even find annoying. It will take more work, it will be challenging, and you will find long-term connections.

The choice is yours.

Your language is your World

Fabrizio1 Comment

Sometimes organisations, particularly organisations that have a heavily technical component, develop their own internal language. It is a great way to build identity and even culture, and it is important that new members of the organisation get instructed on said specific language.

Nonetheless, there are two risks.

The first one has to do with belonging. As the company grows, more and more people will feel as outsiders, as they did not contribute to the vocabulary and the phrase book that is being used day after day.

The second one has to do with opportunity. The more specific and internally focused the language is, the more difficult it becomes to communicate with the external world. And people out there might feel that what the organisation is offering is not for them (even when it might actually be), that the opportunity cost to learn this new language is simply too high.

To mitigate the risks, a possibility is to take an outsider approach.

What is the impact the organisation wants to have in the community?
What are the shared values it stands for?
What are the things it seeks to improve?
Why should people (and employees) care?

And then, have reality checks around these topics with people that do not belong, but that should care (somebody would call them stakeholders). Do they get it? Do they actually care? If not, why?

The more the time passes, the more difficult it gets to do just this, so better start early in your journey.