When Things Go Well
Just like a chain is only as good as its weakest link, a product or service is only as good as they are when they malfunction or break.
We all are programmed to focus on the winning streak, skyrocketing valuation, and great success. What is more instructive and enlightening is to observe what happens during the rough times.
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Our worst day is a chance to show our best qualities, and to stand out.
What we do during the times of turmoil and crisis cannot be faked. It’s when the real ‘us’ is out there in the open, for all to witness. One cannot stall or cook up an excuse when the problem is up close and personal. Our plans, preparations and behaviours show how much we care for our loved ones, and the people who depend on us.
From a customer's standpoint, the reputation of a company is made or broken during the time there is a problem or a crisis.
If a faulty product or service results in endless customer care calls that lead nowhere or jumping legal loops, then the customers will take their business to some other company.
Leaders who are at the helm during pandemics, natural disasters, wars, economic crises are the ones which handled the turbulent waters with their grit and resilience.
An empathic leader who provides reassurance, comfort and security during times of uncertainty is the one to bank on.
We tend to measure performance by what happens when things are going well. Yet how people, organizations, companies, leaders, and other things do on their best day isn’t all that instructive. To find the truth, we need to look at what happens on the worst day.
Our various cognitive biases make us behave irrationally, even though we believe we are acting logically. If we are tired, in a rush, or are distracted we tend to rush towards a bad decision. Other factors include working with an authority figure or in a group.
The rule to follow is to never make important decisions when one is emotionally weak, tired, distracted, or in a hurry.
Why is marking a book indispensable to reading it?
First, it keeps you awake, not merely conscious, but wide awake.
Second, reading, if it is active, is thinking, and thinking tends to express itself in words, spoken or written. The person who says he knows what he thinks but cannot express it usually does not know what he thinks.
Third, writing your reactions down helps you to remember the thoughts of the author.
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