Seth's Blog : Times 10

We're woefully unprepared to deal with orders of magnitude. Ten times as many orders. One-tenth the number of hospital visits. Ten times the traffic. One-tenth the revenue. Ten times as fast. Because dramatic shifts rarely happen, we bracket everything ...

Times 10

We're woefully unprepared to deal with orders of magnitude.

Ten times as many orders.

One-tenth the number of hospital visits.

Ten times the traffic.

One-tenth the revenue.

Ten times as fast.

Because dramatic shifts rarely happen, we bracket everything on the increment, preparing for just a relatively small change here or there. 

We think we're ready for a 1 inch rise in sea level, but ten inches is so foreign we work hard to not even consider it. 

Except that messages now travel 50 times faster than they used to, sent to us by 100 times as many people as we grew up expecting. Except that we're spending ten times as much time with a device, and one-tenth as much time reading a book. 

Here it comes. The future adds a zero.

       

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More Recent Articles

• The road to imperfection
• Omotenashi and the service split
• Tricked into playing the wrong game
• When your marketplace shifts
• Two quality spirals worth avoiding

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Seth's Blog : The road to imperfection

If you need to be perfect, it's hard to press the 'ship it' button. Difficult to hire someone who makes things happen (because you'll be responsible for what happens). Frightening to put yourself into a position where you're expected to...

The road to imperfection

If you need to be perfect, it's hard to press the 'ship it' button. Difficult to hire someone who makes things happen (because you'll be responsible for what happens). Frightening to put yourself into a position where you're expected to introduce new work.

The only way is forward. Forward moves us from what we have now (perfect, or at least we're no longer living in fear of what's not right) to a world filled with nothing but imperfect.

If you want motion, the only way is through. We get to the work we seek by passing through imperfection.

       

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More Recent Articles

• Omotenashi and the service split
• Tricked into playing the wrong game
• When your marketplace shifts
• Two quality spirals worth avoiding
• Most vs. Enough

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Seth's Blog : Omotenashi and the service split

It is possible to deliver amazing service without being servile. Omotenashi is the Japanese word for treating people the way you'd want to be treated, for a posture of customer service that builds long-term trust and loyalty. Why the split?...

Omotenashi and the service split

It is possible to deliver amazing service without being servile.

Omotenashi is the Japanese word for treating people the way you'd want to be treated, for a posture of customer service that builds long-term trust and loyalty.

Why the split?

In a self-service world, the person who provides the service is us. We get what we want precisely because the system has been built to make us our own provider of service. This is why most people would rather order from a menu, pick our own travel itinerary or brush our own teeth.

When done right, self-service is a great option to offer customers. When done to merely cut costs, or when done with a poor understanding of the user, it's mostly annoying.

The alternative, then, is to provide actual customer delight via service. To bring Omotenashi to the table, to offer human service that's even better than the customer could provide for herself.

One way to think about this is to consider the airlines. In almost everything they do, the airline experience today is inferior to what it was on Pan Am in 1972. Every time the airline gets involved, their efforts to cut costs exceed their commitment to service.

On the other hand, in the ways that the airlines have given passengers control of their choices (seeing available flights, for example, or choosing their own onboard pasttime), satisfaction has had a chance to increase.

If you're going to do it for us, do it beautifully.

       

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More Recent Articles

• Tricked into playing the wrong game
• When your marketplace shifts
• Two quality spirals worth avoiding
• Most vs. Enough
• One way to think about talent

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