Category: Metaphorically Speaking

Contemplating inefficiency is oft a waste of time

We all innately multi-task. We check emails on the toilet. We read junk mail while waiting on hold. We work on two projects simultaneously at work. Many “agile proponents” claim that multi-tasking is inherently inefficient. I’ve heard them quote some study about the efficiency of stuffing envelopes. Something about one at a time versus an assembly line type process where…

You’ve done something worthless

I’m constantly amazed at people that tell me they wouldn’t ask someone why they want something done. I’m amazed because doing something that’s not necessary, no matter who asks us to do it, is the definition of doing something that’s not worthwhile. Something worthless. If we don’t analyze the value of our contributions, occasionally we’re going to do something that’s…

A stab at success

Customers have needs. They may come to you with wants. If you deliver what they want and it’s not what they need, that’s not success. If you charge them by the hour until they become frustrated and walk away, that’s not success. The only way to have a stab at success is to understand their needs.

Get your customer out

If your car crashes and catches on fire, do you care how the paramedic gets you out? I wouldn’t and I hope you wouldn’t either. Your customer doesn’t care how you do your job, just get them out. Likewise, if your customer is in a burning car and they try to tell you—the paramedic—how to get them out, tell them…

Customer relationships are like marriage

Customer relationships are like marriage, they require work. What works at the start of a relationship won’t work 5 years later. When there’s trouble you can either see it as an opportunity to strengthen the bond or you can file for divorce.

Gaps between mirrors

A while back I explained my frustration with a lack of customer focus at gyms. I snapped a few pictures of gaps between mirrors at my gym. The gaps have been a repeated frustration when I’m working out. I’ve pointed them out to multiple employees but nothing has changed.

After wrapping up the article I realized I had stumbled upon a metaphor.

Is there a gap in your customer’s experience?