Whatever you are working on, and whatever the meaning of good, cheap, and fast is in that context, it’s always important to remember that you can’t have them all at the same time.
Focus is key. And again, just like yesterday, the more people are involved in that project, the more important it is to give them clarity.
When you have a project that matters, it’s silly to keep it to yourself.
Much better to share it, to go over ideas and obstacles with other people, to celebrate successes with those involved and analyze failures with those you trust.
But you also have to keep mind that everyone has an opinion, and everyone has their own experience.
So, if you plan to try everything that comes up in these conversations, even when it is with somebody who clearly have something to contribute, you will soon be lost.
Note that the more people are involved in the project, the greater the confusion will be.
We need to reset the expectations when it comes to synchronous communication at work.
People feel the pressure to be on top of things, to answer messages, to be available, to participate, to socialise, to share, to comment, to leave a funny emoji. Unfortunately, none of that is productive, none of that delivers value to the customer, the shareholder, the community, and none of that is good for the long-term well-being of the individual employee.
We need to facilitate people to do work that matters, that they are proud of, that makes them feel accomplished. And as managers, we need to be able to keep in check our ego, our anxiety, our excitement, to accept that colleagues will get back to us when it makes sense to them.
It’s not only about turning notifications off, setting do-not-disturb time, removing apps when on holidays. It’s about changing the culture.
If you are on top, it’s for you to set the example.
There’s a great level of customer service. It’s personal, human, helpful, and resourceful.
There’s a basic level of customer service. It’s quick, some times robotic, a bit repetitive, not always helpful.
And then there’s a shitty level of being human. It’s arrogant, pointless, definitive, and unaccountable.
People will only remember the first and the third. Up to you where you want to be.
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