Thursday Three For All
It’s Thursday, kiddies: the day when I roll out a few things I’ve been reading over the past week. Three of ‘em, to be exact. Enjoy. (Remember: click on the bold print to read the entire article.)
Here’s a scenario: you go out to dinner with friends. The food is wonderful, the wine is fine, and the environment is just right. Stimulating conversations are flowing, and everyone is happy. Right when you’re about to pay the check, the waiter knocks over your glass and spills wine all over your dessert and pants. Forget about the pants; now you have no wine or dessert. Everything up to this point was perfect—until it wasn’t.
What will you remember when you walk out?
The majority of the experience was blissful, but many of us would remember—and tell our friends—about the spill. If asked to return, we may be hesitant because the memory of the spill overpowers the hour of happiness.
Organizations are afraid of connecting. They are afraid of losing control, of handing over power, of walking into a territory where they don’t always get to decide what’s going to happen next. When your customers like each other more than they like you, things can become challenging.