Our expectations about the quality of products have increased exponentially with our ability to perfect the things we produce.

When quality improves our tolerance for mistakes decreases exponentially.

Our tolerance for a slow-charging phone, or an order 2 minutes late is very thin.

Interestingly, the same is not true for human interactions.

Even though digital technology has enabled degrees of efficiency beyond our wildest dreams our expectations about how people will use it to serve and connect with us have dropped.

We have phones that connects us with anyone globally, but disconnects us with people in front of us because our faces are buried in our screens.

Product reliability is a given but and emotional intelligence are not.

Now when you respond to an email in good time or simply reply at all, people are blown away.

People now thank you for merely returning their calls.

When you give way for a car next to you to pass you, you are greatly appreciated.

When you take the time to listen to a complaint and acknowledge someone’s feelings, they are not just satisfied, they are delighted.

When you go the slightest bit out of your way to resolve someone’s problem, you make a customer for life.

We spend much of our time working on perfecting the hard thing and not enough time doing the easy thing.

People want to be seen and heard [sawubona] just as much, if not more, as they want things to work.

Helping, connecting and doing work that matters is both priceless and underrated.

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