Business leaders who can spot their customers, moments of…
Page 29. Business leaders who can spot their customers, moments of dissatisfaction and vulnerability – and can take decisive action to support those customers – will have no trouble differentiating themselves from competition. Offering to help someone in a difficult time is its own goal and reward. It also has the side effect of being good for business.
— from Leadership & Business (Leadership/Business) · Power of Moments by Chip Heath and Dan Heath
In the book
Treat the business as a chain of satisfaction: get down to the individual person in front of you, with real desires, because those units are all that make a size. Watch for your customers' moments of dissatisfaction and step in to help — offering help in a hard moment is its own reward, and it happens to be good business too. And when you are building something genuinely new, you have to believe there is an answer and stop calculating your odds of finding it — whether your chance is nine in ten or one in a thousand, the task is the same: find it. — Leadership & Business (Leadership/Business)