18 July 2006


Sentence One: "I'm sorry, but I think you are wrong. Please redo."

Sentence Two: "It is not a perfect solution, but it's acceptable. Let's go ahead."

What is the difference between these two sentences?

Sentence One starts out positively, but ends negatively. Sorry is meaningless as long as the receiver does not receive recognition for a completed task, and even so is requested to do the same task again in the hope of improvement. Although the process is not destructive, the result is. This leads to negative touchpoint experience.

Sentence Two starts out negatively, but ends positively. Imperfect is not a sin. After all, nothing is perfect, and everyone is imperfect. That's why perfect is so priceless. Once this brutal fact is understood and accepted, then imperfect is really nothing. Imperfect encourages hesitation, hesitation creates inertia, inertia generates no results. Sometimes it is better to just do it than talk without any action. Positive touchpoint experience is about action that gets results.

"But" is a very interesting yet powerful word. If used correctly, it turns negative positive; else, it ruins everything.

Positive touchpoint experience comes with a positive but, a but with positive ending. People remember last best.

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