Enough data

A little data is always better than no data. Because no data is the realm of opinions, hearsay, gossips, and past experiences.

A lot of data is sometimes better than a little data. Because a lot of data can be confusing, irrelevant, misleading.

A good amount of data is difficult to strike. Because when you start getting data, you want more, and that’s when you end up with a lot of data and the problems from the paragraph above.

The point is that data is useful and should be used, as long as, at some point, you can say “enough!”.

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.

Blaming people

It’s easy to blame it on people.

They’re not fast enough.

They’re not good enough.

They can’t sell.

They don’t know what they are doing.

They are a wrong fit.

They don’t know how to take criticism.

But when that happens all the time, it’s likely that the problem is in the system.

Do you onboard people well enough?

Do they know what is expected of them?

Do you talk to them and listen?

Do you give them space and freedom to operate?

Do you say when things are not working?

That’s much more difficult to fix. And if you don’t do that, you’ll keep blaming it on people.