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To vs reply vs bcc

How much of your inbox activity is initiated by you? What percentage of your email threads started with an email you wrote?

And how much is spent replying to others?

And finally, how often are you bccing or being bcced?

I hope we can agree that the percentage for the third category should be close to zero.

But for the first two, the simplest way to change your day is to dramatically alter the percentage of the first two categories so that you’re adding way more value for others. In whatever way works best.

Reblogged from: here

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Loud voices vs. important ones

Broken systems get worse when we confuse the loud voices with the important ones.

Spend a lot of time listening to the loudest complaints and you will elevate those voices to importance, because you’re no longer carefully listening to the more easily overlooked constituents.

A persistent typist with a keyboard might be a cranky critic, but is this the person you set out to serve?

If an airline makes 84% of its profit on leisure travelers, it’s not clear that the person who flies once a year on a last-minute first class fare is the person they ought to be paying the most attention to.

We can acknowledge that someone is upset, we can see them, respect them and help them. But we shouldn’t get confused that there’s a correlation between their ALL CAPS EFFORT AT ATTENTION and our agenda to serve the people we seek to serve.

Reblogged from: here

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Time and money

“I can’t afford it.”

“I don’t have the time.”

…almost always means, “this is not a priority.”

When we care, it’s amazing how much we can get done. One way to choose to care is to be clear about your priorities, which means being clear in your language.

And so we can say to ourselves, “I’d love to do that, but it’s not a priority.”

Remarkable work is usually accomplished by people who have non-typical priorities.

Reblogged from: here

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Two ways to solve a problem and provide a service

With drama. Make sure the customer knows just how hard you’re working, what extent you’re going to in order to serve. Make a big deal out of the special order, the additional cost, the sweat and the tears.

Without drama. Make it look effortless.

Either can work. Depends on the customer and the situation.

But it’s a choice. We can make it with intention.

Reblogged from: here

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The surprising secret of web headlines

It’s not that difficult to write a headline that people click on.

But a headline that people click on is rarely one that earns trust, sustained attention or action.

Which means that if you’re looking for more than a click, you’ll need to walk away from the bait and switch that’s now so common.

Just because you can trick people and swindle a click doesn’t mean you should. Because, as we know, measuring the wrong thing is worse than measuring nothing at all.

Reblogged from: here

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“You made my day”

When your day gets made, how long does it last? A made day–is that different from a normal day?

Perhaps it would be more accurate to call it a made hour or, if we’re going to be quite truthful, a made minute.

When something bad happens, we can revisit the humiliation and anxiety for months. But the good stuff, if we don’t work at it, can pass right by.

We get what we remember, and we remember what we focus on.

Reblogged from: here