Tension breaks down

You are never the best judge of your own work. You cannot be.

Sometimes it is because of sunk costs, other times because of laziness, more often than not simply because your perspective is narrow, as it takes an incredible effort to see the world as others might. And so, we are often in tension between judging our work too harshly or too softly. Either way, it is never an appropriate measure for how we are doing.

This is valid also for groups. Going beyond the boundaries of what is known, liked, achieved is extremely difficult. Sometimes, we can mitigate this with diversity, and we should certainly try. But in the long term, a group will always appreciate their work with some degree of distortion.

Of course, this should not stop us from doing the work. Actually, it is an additional reason to put our work out there as soon as we deem it good enough. To see if there’s a fit, if it resonates, if it works, if it can spread. And if the answer is no, go back and repeat.

What we should never do, on the other hand, is protect the work from others, from feedback, from criticism, from admiration. We should not become executors that see a delivery (or a missed one) as the final stage. What we should never do is give that tension too much power, because eventually tension breaks down. You might be too far, too lost, too blind by that time to get back on track.

Genuine help

There is a profound difference between asking “Do you need help?” and showing up with the tools, the mindset, the preparedness to roll up your sleeves and genuinely help.

Far away

Sometimes we are deeply touched by events that happen miles away from our life and daily routine.

There’s much to learn when this happens. It’s about the interpretation we give to the facts, about the values they represent, about the relationships we want to establish in the world, about the group of people we want to belong to.

If we take some times to reflect on why and how such events affect us, we can get out on the other side more aware and grateful for the things we are building.

Let this be a step forward, not a reason to get stuck.

Mixed motives

You might be solving an interesting problem because you need to find a way to pay your bills. And if you solve it for enough people, perhaps you will be earning way more than you had ever imagined.

That is fine.

You might be sharing what you know with others simply because you are bored and unchallenged in your current professional situation.

That is fine.

You might have enrolled to a two hours workshop because you are interested in the topic and because you’ll get the opportunity to meet that person you’ve been wanting to meet for a long time.

That is fine.

You might be spending hours coaching and developing the people in your team to increase their performance, and because this might mean a better role and a higher pay in the future.

That is fine.

Mixed motives are a reality of the world, and we should be able to look at our work and the work of others through this lens. It’s liberating and it opens up opportunities.

Everywhere

The voice of your customers – what they feel, what they want, what they say, how they speak about their problems, your product and your competitors, what they think – is everywhere.

It’s in the messages they send to your sales and support.

It’s in the reviews they leave online.

It’s in the forums and discussion boards.

It’s in the noise at trade fairs and conferences.

It’s in the interviews transcript for the next case study.

It’s in the blog and social media posts they write.

It’s in the way they use the material you provide them.

It’s in the results to the survey you are running on your website.

It’s in the questions they ask the first time they meet you.

It’s in their choices after you’ve sent them the final proposal.

Of course, to make all of this relevant, you have to first shut up. Then listen. And finally act on what you have learned.

Working on the voice of customer is an expression of servant leadership. That’s probably the reason why so few succeed with it.