Words of wisdom, and advise, from the always brilliant Bernadette Jiwa of The Story of Telling:
The unhappy customer lays his story at our feet, and we hastily pick it up, place it on our shoulders and carry it around with us. Yes, sometimes our products or services fall short, sometimes we get it wrong even when we’re doing our best.
Take responsibility for your mistakes and fix the things you can fix—while remembering there are some things you have no way of making good. You are not obliged to own the weight of your customer’s circumstances or worldview. You have an obligation to get back on track for the other ninety-nine customers you hope to serve and delight. Some of the greatest lessons unhappy customers can teach us are not about improving systems, processes and logistics, which in the end are easily fixed. The important learnings are about ourselves, and our resilience and determination to do good work and make a difference to the people we get the chance to serve again tomorrow and the day after that.
Photo by Don Agnello on Unsplash
This summer in parts of Canada folks opened their boxes to find the classic plastic pizza-portector ‘tables’ paired with miniature patio chairs on top of their pizza. The tiny seats are precisely scaled-down reproductions of actual outdoor furniture sets, and have been 3D-printed using food safe materials.
Branding design by John St. see more of their fine work here>>
In 1851 John Ruskin* said:
In order that people may be happy at work, these three things are needed:
They must be fit for it, they must not do too much of it, and they must have a sense of success in it.
*John Ruskin (8 February 1819 – 20 January 1900) was the leading English art critic of the Victorian era, as well as an art patron, draughtsman, watercolourist, a prominent social thinker and philanthropist.
Okay, you know how you feel, what you need, what you want…
This next thing you’re going to do or say: Does it help you get closer to that?
~ Seth Godin