Some Random Observations...

From time to time, I compile small lists of things which I've randomly observed. Here is one such list:

• People often give too much attention to unimportant tasks, and too little attention to critical goals. What ends up happening when we do this is that we will get caught up in the details. The idea is similar to the cliché, "Can't see the forest for the trees." Often we spend so much time focusing on the minute (the trees) that we forget that there is a goal to reach (navigating the forest).
• Customers do not experience averages: they experience, and remember, variations. One of the most grievous errors any customer-based business can commit is to assume that there is an average customer. For instance: The average customer buys two cartons of milk; or, The average customer spends fifteen minutes speaking with a representative. For quantifying purposes, this may be acceptable, but for the customer - he is going to remember what he experiences. If he is on hold for 10 minutes or 20 minutes, this will form his opinion of what you are offering. We must strive to make all experiences better than the average!