Happy to assist

I’ve regularly been hearing “I will be more than happy to assist you” said multiple times on a call to customer service across multiple companies.

The only problem? In many of these instances, they weren’t actually all that helpful. In a couple of instances, I got wrong information. In another couple, they didn’t tell me upfront that they wouldn’t be able to solve my problems. And, all of this took a lot of time.

Here’s an idea – instead of training everyone to say “I will be more than happy to assist you,” why don’t we just build help centers to focus entirely on solving the problem instead? Saying “happy to assist” three times doesn’t make the problem any better. And, my hypothesis is that needing to remember these lines often makes them forget the real issue.

Perhaps a better way to think about training would be to follow functional steps instead of specific phrases. The steps I’d follow would be a mix of questions and actions-
1. Have I understood the customer’s problem? (Repeat it to them if necessary)
2. Can I fix the problem on this call or will they have to go elsewhere? (If so, let them know now with an apology)
3. How long will it take me to fix it? (Let them know)
4. Fix it.
5. Do 1-4 with a smile no matter how irate or annoying the customer is.
6. Give the person sitting next to me a high five for a job well done.

This isn’t just a problem with corporations. It is tempting to fill our silences with customers with meaningless words and empty promises. So much better that we focus on solving problems and earning a well deserved reputation for getting the job done.

Who is paying for it

Every time you get a ridiculously cheap deal, it is worth asking – who is paying for it? Here are 3 examples –

1. The “fast fashion” movement pioneered by retailers like Zara is all about designer product fads at low prices. Manufacture it quickly, use it for a short period and dispose it. It feels like a great deal for the customer.

2. Parents of new born babies have the pick of diapers at 15c/diaper. These diapers are a massive upgrade from dealing with cloth diapers that require a tremendous amount of maintenance.

3. Cheap beef. If there are no religious connotations to this, that’s only a good thing right?

Who is paying for it?

In every case, the environment. And, in the case of fast fashion, workers in developing countries who are subject to very difficult conditions. The fast fashion movement is unsustainable because of the tremendous amount of waste it generates. Diapers use hundreds of thousands of trees to manufacture and are one of the top sources of landfill waste. Since most parents do a bad job actually cleaning disposable diapers before dumping them (even if they’re asked to do so on the label), all baby waste on the diapers create a massive bio hazard as they seep out of landfills into the ground water. Cloth diapers are not all that better either – their water usage makes them just as bad. And, beef has among the worst carbon footprints possible.

The Economic term for these is “externalities.” Every one of these has negative externalities. Every one of these seems good for the customer in the short term but has really bad consequences in the long term.

So, what can we do?
1. Look for and support alternative solutions. Counter fast fashion with slow fashion – buy your clothes and actually keep them for a while. When you are done using them, donate to people who need it more than you. Don’t just use biodegradable diapers – pay for a service to compost them. Eat less beef.

All of these will cost us a bit more in the short run. Maybe we’ll find ways to make space for them by cutting other less necessary expenses.

2. Be aware of your own carbon footprint by asking – who is paying for this? It is hard to be perfectly “green.” But, we can all be a lot greener and reduce negative environment externalities in our lives. Small actions, over time, can have big impact.

Redefine deep work

Cal Newport defines deep work as uninterrupted periods with full concentration on a single task free of distraction. Let me start by saying – I love Cal’s work. I just thought I’d offer a counter point to his notes on productivity while adhering to similar principles. I think the principle of intensity that governs the deep work idea as spot on. However, I’ve long contended that the deep work idea is less applicable in many roles in the modern workplace. My push is that we must all think about and redefine deep work for ourselves.

There are two principles we need to keep in mind as we redefine deep work for ourselves –

1. Our productivity = Focus x Intensity x Time 
The focus referred to here is focus as a verb. It is the continuous prioritization process we use to pick the best thing to do with our time. While deep work does focus on focus (there’s an idea), it is biased to increasing intensity over increasing focus. The idea emphasizes the act of full concentration on one task over picking the task itself.

2. There are two kinds of work – research work and connection work. The difference between the two is the number of coordination required with other human beings.
If you are a researcher in a university, you don’t need to coordinate with more than a few people – your research associates and collaborators. For maybe 3 months in a year, you add students to the list. If you are working in most “matrixed” organizations, however, you are dealing with at least 10 stakeholders on any given day. This may not apply as much if you are a programmer or a brand researcher but certainly applies if you are an Engineering manager or Brand manager. The difference in the nature of the work is that your days have a large number of small tasks – typically proportional to the number of co-workers with whom you need to coordinate. And, a big part of your effectiveness is your ability to focus on the most important small task at that point of time. This doesn’t mean you don’t have a large task for the week. It is just likely that it won’t be as important a component of how your success will be measured. Intense focus on just one task is likely to hurt you more than it’ll help you on most days.

This, then, brings with it a big associated challenge – how do you keep up intensity? The third principle that makes connection work hard is the principle of attention residue. Every time we switch tasks, we reduce our ability to be intense. We are more prone, as a result, to let our minds wander and be distracted by social media. However, going back to basic principles, intensity is still incredibly valuable.

Here are 3 ideas that might help –

1. Start the day and week with your top priority items for your day and week. On most weeks, this will be a fairly long list. Most coordination jobs have 2-3 key components (tracking numbers, coordinating with people, thinking about the longer term, etc.) and it is normal to have a few things to get done across all components on the list. The act of writing it down enables us to keep committing to focusing on them.

2. Be proactive about managing your time – schedule “deep work” days and batch process meetings. If you are part of a couple of recurring larger team meetings on Tuesday and Wednesday, batch most of your other meetings on Tuesday and Wednesday. Keep large swathes of time open for you to dive in to the chunkier tasks. As you take control of your calendar, I’d also suggest committing to a time when you get out of the office. A little bit of pressure brings out the best in us.

3. Redefine deep work based on the nature of your job. My job has a much higher connection component now than it did in most projects as a junior management consultant. My “job” as a graduate student attempting to learn, on the other hand, was largely research work. Each of these required me to redefine deep work. As I see it in my job now, deep work is the ability to work for large swathes of time without interruptions. No interruptions = no social media, no notifications, no checking personal email. The difference is that I don’t penalize myself for switching tasks. If I get 5 important small things done within an hour, then that’s great. If that involves writing 3 thoughtful emails, then that works too. The most important thing is keeping a focus on what is important. Deep work should still push you – it will just push your ability to focus over your ability to be intense a lot of the time.

As I do this, I’ve also learnt to keep an eye out for other variables that effect my ability to both focus and be intense – sleep, food, exercise, work location, etc. The way I design my life directly affects my ability to work deeply.

My belief is that – if there’s one thing that we must all take away from the deep work idea, it is that we must purposefully and intentionally design our lives for maximum productivity. We won’t be able to get there without the necessary mindfulness that the deep work idea requires. However, productivity is the act of moving toward a goal. And, for our goals, we must redefine our deep work as necessary.

Two looming questions

Every time I think about the problems we will have to spend our time solving in the next few decades, I go back to two looming questions –

1. How will we deal with the displacement of 70%+ of our workforce when machines take over most of our jobs?

2. How will we prevent human extinction by figuring out sustainable solutions to co-exist with the environment on this planet?

The onus on the first question lies more with policy makers and governments. The second, on the other hand, is in the hands of researchers and entrepreneurs. As with all complex questions, these two looming questions throw out plenty of symptoms that threaten to occupy our attention. But, attacking symptoms will not help us solve these problems. In fact, they probably get in the way.

For example, the root of political unrest and the hateful sentiments against fellow humans in most “developed” economies right now is due to the displacement. The blue collar factory worker’s job has gone away and will never come back. It is hard to come to terms with that reality. And, the politics around it don’t help. “Vote for me and I’ll get your jobs back” is a simple, if untrue, message. These simple messages win the day in the short term. True progress, unfortunately, is built on tough discussions. And, these tough discussions will not occur until we accept that this is the reality we face.

So, perhaps, the first step should not be to discuss our solutions to the problems we face. Our solutions will be very different depending on our biases.

Maybe the first step is simply to agree on the questions…

Daniel Barenboim

The Economist Espresso had a lovely piece of news last weekend about Daniel Barenboim.


Harmonious: Daniel Barenboim
The Israeli-Argentinian maestro leads his West-Eastern Divan Orchestra this evening in an open-air concert in Berlin. He founded it in 1999 with the late Palestinian-American scholar Edward Said, as an experiment in co-existence. An orchestra alone cannot bring peace, as Mr Barenboim and the more than 100 musicians from Israel and Arab countries concede. But it can further mutual understanding and exemplify the necessary co-operation, patience and courage; the United Nations made Mr Barenboim “messenger of peace”. Tonight’s performance should be especially moving. It takes place in the Waldbühne amphitheatre, near Berlin’s Olympic stadium. Adolf Hitler and Joseph Goebbels had it built in the 1930s, the better to project their propaganda during the Olympic Games that Nazi Germany hosted exactly 80 years ago. What better way to evoke the triumph of humanity over hatred than Liszt and Wagner wafting into the night sky, from this ensemble, in this place?


This is an example of a daily act of bravery that can have massive ripple effects. Daniel Barenboim didn’t set out to fix world piece. Instead, he started with an experiment in co-existence in a domain that he had influence in. His influence to make a different expanded with time. He discovered what he probably expected to discover – there is a lot more that is similar about us as humans than different. What is different tends to almost entirely be in our heads – our beliefs and our pre-existing notions about other human beings.

When we hear about stories of international conflict and terrorism, they can cause us to ask – “But, what can I do?”

It turns out there is plenty. A starting point may just be to reach out and make friends with a few people who are very different from you – different religion, ethnicity, nationality, location. The more we understand and experience the joys of shared understanding across people who are, at first glance, different from us, the more humane we’ll become. And, the more humane we’ll become, the better the chance of building a more humane world together.

Thank you, Daniel Barenboim, for showing us how to do so.

Daniel Barenboim

Thank you so much

I met a much wiser friend for coffee a few weeks ago and noticed something small that has stuck with me. Every time we received something from the staff at the coffee shop, he would stop, turn to them and say – “Thank you *so* much.”

I wondered why that moment stuck with me for a few weeks until I finally realized the difference. While I made it a point to say thank you, I would often be looking elsewhere or just interrupting my conversation for a brief moment. He, on the other hand, made sure he said “thank you so much” (with that all important emphasis on “so”) by giving the person he was thanking his full attention.

People always talk about charisma being an “X” factor – one they’re unable to define or teach. I think of charisma as the ability to make others feel special – even if you meet them for small amounts of time. And, giving them your full attention is the best way to do that.

Attention is a magical thing – it can transform simple messages into warm, inspiring and heartfelt ones. I am going to work on my thank you’s…

Exponential creation of knowledge

The advancement of science has led to the exponential creation of knowledge. We know more now than ever before and this increase will continue.

Exponential creation, knowledge, science, ignorance

As knowledge is created exponentially, the number of questions we have grows exponentially as well. We’ve always asked questions – we used to ask the people around us, the yellow pages and other such analog tools. With the digital age, we’ve begun asking those questions to search engines and digital assistants. It is estimated that we do 3 trillion searches every year across our various search engines alone. With the advent of smart personal assistants, this number of questions will go up.

The gap between knowledge and questions is ignorance and this gap grows exponentially as well. So, as science and technology advances, the more questions we’ll have and the more ignorant we’ll be.

This means we will likely never have the likes of a Ben Franklin or a Leonardo da Vinci again – all this knowledge makes it very hard to become an inventor across domains.

It also means that answers will have an increasingly (perhaps exponentially?) less important place in society. Robot personal assistants will be able to search massive troves of information to give us answers. However, great questions will be scarce. It is great questions that lead to the advancement of science and our human race. Great questions won’t mean answers. They’ll mean more knowledge, some understanding and a lot more comprehension of our immense ignorance.

Science, life, knowledge, progress – they’re all about the journey.

I do not know what I may appear to the world, but to myself I seem to have been only like a boy playing on the seashore, and diverting myself in now and then finding a smoother pebble or a prettier shell than ordinary, whilst the great ocean of truth lay all undiscovered before me. – Isaac Newton


HT: The Inevitable by Kevin Kelly

Marching well

Marching isn’t as relevant to war as it used to be in the ancient era. However, marching well as a beginner soldier is probably key to getting promoted.

Doing well in a training game is far less important than doing well in the real game. However, a young soccer player will be lucky if he/she was picked for the real game having trained badly.

Whatever you decide to do, you will always have to do the equivalent of marching well. It doesn’t matter if you are an executive with the greatest reputation, a master analyst or a basketball player of repute. In a new role or environment, you’ll have to do the simple things right – get a deep understanding of the numbers, do the pre-work and train very well.

There’s a saying that a large part of success is showing up. It is more likely that by “showing up,” they meant showing up with a great attitude no matter the situation or task. A big part of being professional is being prepared to do the small things right. These may not be the most enjoyable parts of the job and probably were not the reasons you decided to do the work.

The greatest generals may not have enjoyed marching. But, they marched well all the same. Excellence, as Aristotle said, is not an act, but a habit.

Where energy and inspiration come from

Anton Chekhov once said – “Any idiot can face a crisis. It is day-to-day living that wears you out.” And, day-to-day living can play havoc with our ability to sustain positive, optimistic energy. That is especially the case if we don’t understand where energy and inspiration come from.

Where energy and inspiration come from, energy, optimism

Energy and inspiration come from a clarity of purpose – a clear understanding of why we’re doing what you’re doing. Absent this clarity, the day quickly becomes a grind. It is this clarity that enables us to be energetic and, then, inspirational. Our energy translates to inspiration when we’re able to communicate that clarity of purpose and transmit that energy onto others.

When we run out of energy, we’re often taught to look outside – “find some motivation.” So, we spend time surfing the internet looking for ways to inspire ourselves during a difficult workday with a nice article, video or song. But, motivation is extrinsic. It is a short term boost that may work for a few minutes, perhaps even a few hours. If we have to find a longer term solution, we will have to look within and answer that difficult question – “Does what I do matter? Why?”

There are no shortcuts to harnessing that internal energy. We need to take the time to lay out a hypothesis for why we think we exist and then be able to explain why what we spend time doing fits into that hypothesis. And, we have to remind ourselves about this why every day.

That’s how great things are built and great obstacles are overcome – one energetic, inspired, optimistic day at a time.

Earth Overshoot Day

Earth Overshoot Day is the day in the year when we use more of the planet’s resources than it can regenerate. The first such day was December 24, 1971. This year, it was on August 8.

There is a witty and smart George Carlin piece on “Saving the planet” –

“The planet has been through a lot worse than us. Been through earthquakes, volcanoes, plate tectonics, continental drift, solar flares, sun spots, magnetic storms, the magnetic reversal of the poles … hundreds of thousands of years of bombardment by comets and asteroids and meteors, worldwide floods, tidal waves, worldwide fires, erosion, cosmic rays, recurring ice ages … And we think some plastic bags and some aluminum cans are going to make a difference? The planet isn’t going anywhere. WE are!”

The environment has largely served as a thorny issue in the past generation’s narrative. There is still a massive contingent of people who think it is all a conspiracy. The problem with pointing to everything as a conspiracy is the same as the boy crying wolf – when the wolves actually do come, you are doomed.

It is certain to be the dominant issue in the next generation, however. Maybe it’ll help if we renamed the issue from “Save the environment” to “Save humans?”

Earth Overshoot Day, environment, humansThanks to Etsy for the image

PS: If you are wondering what you can do – pick 5 out of this list to reduce your carbon footprint and be more conscious of energy consumption in your home and the office. This isn’t about the environment. This is about us…

HT: Elijah Wolfson from the Quartz Newsletter for writing about this