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Easy Does It


Our expectations about the quality of products have increased exponentially with our ability to perfect the things we produce. When quality improves our tolerance for mistakes plummets. Interestingly, the same isn’t true for human interactions. Even though digital technology has enabled degrees of efficiency beyond our wildest dreams our expectations about how people will use it to serve and connect with us have dropped. Product reliability is a given. Great service and emotional intelligence are not.

Now when you respond to an email in good time or simply reply at all, people are blown away. When you take the time to listen to a complaint and acknowledge someone’s feelings, they are not just satisfied, they are delighted. When you go the slightest bit out of your way to resolve someone’s problem, you make a customer for life.

We spend much of our time working on perfecting the hard thing and not enough time doing the easy thing. People want to be seen and heard just as much, if not more, as they want things to work. Helping is both priceless and underrated.

Image by Jessica Lucia

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