Full circle

When we are kids, we think everybody is interested in our opinion, in what we think, even when we know absolutely nothing about the topic. It might be because our parents have taught us that we matter, that we are the centre of the world. And so of course what we have to say is relevant to the situation. No matter what situation.

Then, we grow up, and somehow we develop some kind of filters. Some do, at least. We start getting feedback that what we say is not really useful, we notice others putting themselves into awkward situations we want to avoid, we are reminded of our limits, and we realise that not everything we have in our head is worth sharing.

Unfortunately, that seems to stop in a couple of instances, at least.

  1. When our identity is hidden.
  2. When we are in a position of power.

The second case is incredibly similar to what happens to kids. We are surrounded by people who mainly confirm that we are important, that we matter, that we know, that we are better. And we lose the ability to distance our thoughts from what is needed, appropriate, relevant.

That’s a risk that’s worth keeping in mind. Unless we want to come full circle and be just like kids once again.

Care

“Press 1 for contracts, invoices, and any other issue” is not a very useful step in the journey of your customer.

“I am experiencing a small technical issue, let me fix that, and I will call you back in five minutes” is a great step in the journey of your customer.

It sounds silly to still be talking about this in 2023, yet so many company fail at the “care” part in customer care.

No surprises

Winning and (not) losing is the focus for many.

But that doesn’t matter.

What truly matters is:

  1. Have you given it all you could?
  2. What could you do differently next time so that all you have to give is a bit more than this time?

Wins and losses are outcomes, you can’t control those.

Focus on the input instead.

No surprises there.

In praise of average

One of the things people misunderstand about average is that it is not necessarily stable over time.

Average can scale, it can get things done, it can make a difference in the long term.

It’s just a matter of consistency and perspective.

Just easier

Knowing yourself – what you stand for, what you want to achieve, how you like things done, what you want to avoid – is important mainly because it saves you from the frustration of not being able to have it all.

You can have control and you can have agility. You can’t have them both.

You can have family time and you can have a glorious career. You can’t have them both.

You can have independence and you can have stability. You can’t have them both.

When you know yourself, you know what matter, and letting go of things is just easier.

Note: of course, there are exceptions. Some people can have one and the other. But exceptions are rare, and betting on them is often conducive to further frustration.