To most people, empathy does not come natural. It certainly does not come natural to me. For many years, I have had the tendency to put myself at the centre of the World. Everything that happened was, to some extent, because of me. People were certainly acting in a certain way because they wanted to … Continue reading The theory of empathy
We all make promises. Sometimes we say we will do something, other it's just the mere fact that we are in a certain position that "promises" we will act in certain ways and not in others. Promises are extremely complicated. Once a promise is made, a pact is established. Nobody likes to be break pacts, … Continue reading Promises
If a customer (or a potential one) shows up with a request that is not in line with your procedures, processes, habits, or even product or service, the generous thing to do is to make an exception. If that requests gets asked more and more, than you have two options. Change your procedures, processes, habits, … Continue reading Exceptions and rules
There are two ways to approach failure. Focus on blame. And then put all your energy in arguing, sentencing, punishing, recovering from the missed opportunity, and eventually (only eventually, with what's left) rush to some practical action. Or focus on responsibility. Own it, consult for possible solutions, move on to mitigating actions, and genuinely learn … Continue reading Burning or building
The way you treat people that gravitate around your business is as important as the way you treat people that are at the core of it. This below costs nothing, is caring and generous. It is beautiful, and tells a lot about how this company does work.
There is a strong misunderstanding when it comes to idealism. It is believed that idealists are dreamers, having their head in the clouds and being incapable of seing the world for what it is… (continue)