03 September 2006


"The hurrier I go, the behinder I get." Anonymous

People are always in a rush. It seems that rushing can save a lot of time when in fact preparing should be what people do in order to save time. Every morning everyone rushes to the MTR station. If transfer to another station is needed, everyone again runs to the transfer station. It's a pressure just to see them walking at running speed. How do they use the time saved up? They just keep rushing. Sooner or later, it becomes a habit, or a meaningless exercise.

People basically rush for nothing, because nobody is really in a hurry. Besides, if something is not available, there is always alternative. Everyone is only having more choices of everything every day. Choices are endless. Why the rush?

The rush is actually created by people themselves. Time constraint is defined by a deadline, and deadline is set by people.

People who don't have patience are always in a rush. They have no peace of mind, push others out of comfort zone, and give tremendous pressure not only to others but also themselves. They think that things will get done faster if they work in a hurry, but they don't realize that when everything is in a hurry, it's also in a mess and hard to focus. Without focus, things will not get done faster but slower. This is a vicious cycle, and will always result in negative people experience.

Negative people experience may affect execution and produce negative deliverable experience. Even if the end deliverable delivers positive experience, the negative people experience may outweigh everything.

Happy employees serve customers better and make happy customers. Look no further for ways to achieve and improve customer satisfaction. Develop an environment where internal people experience is always positive. It's like the powerful impact of positive word of mouth. Happy customer is the greatest advertisement. Happy employee is the greatest asset.

1 comment:

kinson lee said...

You're right. This proverb I had heard when I had my summer job at McDonald's. The proverb is,' Before having a happy customer, a happy employee. Before having a happy employee, a happy manager. Before having a happy manager, a happy boss.'