Creative and objective problem solving
Chapter 6 p.5
I Ask
When I find out what a customer’s or colleague’s needs are, I try to give them the best service every time they call.
However, you won’t believe how many customers I’ve lost over the last few months. Can you think of a reason?
I Answer
More of the same doesn’t always add value to the other party. Sometimes less of the same equals more value added. You cannot apply the same mode of thinking under all circumstances.
Sometimes you have to apply creative thinking (second order thinking) in dealing with situations, especially when things are no longer working.
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More of the Same=Less |
Less of the Same=More |
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| First order principle:
More of the same = More When a client is happy with your services, then offer more of the same service. More of the same = Less When a customer is not satisfied with your services and you still push the same product, the client will either give you less or no business at all. |
Linear thinking Useful when things are working:
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Lateral thinking Essential when things are no longer working:
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| When there is acceptance | When there is resistance |
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