Solve a problem for me, but remind me you are.

People generally stick with what they have if it continues to work. 

The problem for some businesses is they might solve it too well. 

The problem recedes in their customer’s mind so they start taking it for granted. Maybe I don’t need to keep paying for that? Maybe the problem has gone away? Maybe I can get it cheaper?

👉 That’s why we need to keep reminding people what we’re doing. The load we’re carrying for them.

I don’t mean in a self-ag...

Famously, the microwave was meant to save us hours of labour. Before that, washing machines.

But guess what? Abhorring a vacuum, our time was filled.

Right now, the technology promising to save us hours is AI.

Lawyers, accountants, marketers, we can outsource our transactional work. And we are.

But what then?

Why will people want to work with you instead of AI?

What makes you different? Valuable?

People skills.

Your ability to engage, persuade, refuse, refute.

👉 Imagine if instead of...

Everyone has a toothbrush and no one wants to use someone else’s.

Just like ideas 💡.

It’s a major issue within organisations.

See if this sounds familiar.

You gather for an ‘all in’ brainstorming session.

Flip charts. Post-It Notes. Textas.

There’s a flurry of ideas.

You’re given a bit of time to flesh out your best idea and then, standing before your peers, present your work.

People nod along and say good things. 

Meanwhile, what they’re really thinking about is their upcoming prese...

When you ask hypothetical questions, you get hypothetical answers.

So why do we so often rush to ask our customers what they will do? What they will like?

When we pose these hypotheticals, we set ourselves and our customers up for failure.

Because intention doesn’t always translate into action.

Say doesn’t mean do.

Stop asking what they will do. 

👉 Start watching what they do do.

See: Influencing Action

Giving a customer money back is better than a refund.

The more concrete your language, saying “money back” instead of “refund”, for example, the more likely it is you will increase customer satisfaction.

Same with delivering “to your door” rather than “house”, referring to the “navy blue polo” rather than “the top”, and “fixing” rather than “solving” a problem.

Concrete language reduces ambiguity and this specificity helps your customer feel understood. 

Yet we often default to vague phra...

Floorboards and carpet.

Wallpaper and paint.

Carbs and fat.

High waisted and low-rise.

Slow and fast.

Zig and zag.

There’s always a counterpoint.

Consumerism thrives on it. 

Once one end of the pendulum is saturated, it’s natural to swing back the other way.

So with AI flooding us with generic, derivative content,

with the volume of life getting louder,

👉 what’s your counterpoint?

See: Influencing Action

It’s not that you don’t see the red flags when you work in HR.

You do.

And you tell the line manager.

But then the line manager doesn’t act.

This points to two problems.

The line managers don’t have the skills – or more likely, the confidence – to influence their team members.

And HR don’t have the skills to influence the line managers.

And when you’re employed to be experts in people, that’s a difficult thing to admit.

But it’s not your fault.

It was only years after I worked in HR ...

Back when I was in a corporate role, I received media training that I still draw upon. Literally.

It involved drawing a flower with five petals.

In the centre, you write your main point.

In each petal, a sub point that leads you to, or back to, the main point.

If you have to present in a meeting or in the media, it’s a tool I highly recommend.

I had the opportunity to describe this in a recent podcast on how to be a great podcast guest with Dr Sarah Glova. Sarah has a PhD in instructiona...

Very young kids are just as happy with the wrapping paper as they are the present.

Sometimes with customers, we think it’s about the present but it’s really the wrapping. 

Because the present can’t ever really live up to expectations. Software has bugs. Training has flat spots. Clothes wrinkle.

But how people feel about us?

That lives on.

See: Influencing Action 

When real estate mogul Barbara Cororan sends a thank you note to clients, she doesn’t use a letter.

She uses a postcard.

A postcard saves them the trouble of having to open an envelope.

The thanks is right there. 

How can you cut to the good news?

See: The Little Book of Letters and Emails