What does non responsiveness look like? You walk in the door distraught, and your partner doesn’t even notice (anti-understanding). When you describe a new interest or passion, your partner seems uninterested or dismissive (anti-validation). In a situation where a hug or soothing comment would go a long way, you get a blank face (anti-caring). Nonresponsiveness […]
Remote contact is perfectly suitable for day-to-day communication and collaboration. But a big moment needs to be shared in person. (No one dials in to a wedding or graduation, after all.) The presence of others turns abstract ideas into social reality. Brings into question how remote teams do meetings quarterly for planning. Do they need […]
Of all the ways we can create moments of pride for others, the simplest is to offer them recognition. This is not employee of the month because this mostly just rotates. Not sales based, then some will never get it. What awesome thing can each person do? Catch them being good in their own way […]
And moments of pride capture us at our best — showing courage, earning recognition, conquering challenges. This is not just working hard. This is your skill getting noticed by someone else and they tell you about it or recognize it so that you feel the pride.
Learning who we are, and what we want, and what we’re capable of — it’s a lifelong process. Let’s face it: Many of us became adults — with homes and jobs and spouses — long before we really understood ourselves.
You can’t appreciate the solution until you appreciate the problem. I think this brings up the question…how often are you using the products you build and sell?
A study of service encounters asked customers to recall recent satisfying and dissatisfying interactions with employees of airlines, hotels, or restaurants. Almost 25% of the positive encounters cited by customers were actually employees responding to service failures: slow service, mistaken orders, lost reservations, delayed flights, and so on. When employees handled these situations well, they […]
When people assess an experience, they tend to forget or ignore its length — a phenomenon called “duration neglect.” Instead, they seem to rate the experience based on two key moments: (1) the best or worst moment, known as the “peak”; and (2) the ending. Psychologists call it the “peak-end rule.”
By Chip and Dan Heath, this book is a look at why moments matter in our lives. It provides some great examples and tactics that businesses can use to make sure that the moments in their customers and employees lives have significance.