Chip Heath

And it's one more reason why we should think as professionals, especially as business people, why we should maybe think about following this practice of teaching.

The curse of knowledge is something I learned from Dan and Chip Heath's book, Made to Stick.

And it's the idea that when we become an expert, we forget what it is to look at something through the eyes of a beginner.

We see this whole world with all of its nuance and detail, and we forget how rough and primitive it can look to a beginner.

Your job is to, at least from the running of the day to day, your job is to prevent things from happening.

I think Dan Heath and Chip Heath do a great job in some of their books, and they talk about this.

One of them is Upstream.

I think that's Dan's book.

This is a hospital with written procedures for everything, procedures for medication dispensing, procedures for visitation, procedures for power outages during surgery.

Why did it have no written procedure for pushing a bed down a corridor? In the year 2000, two organizational researchers, Chip Heath and Nancy Studenmayer, published a paper explaining exactly why.

Their argument is that doing anything complicated requires two moves.

You divide up the work and then you join it back together.

When several practitioners occupy the same circle, another layer appears because ritual can synchronize people physically and emotionally.

Research by Scott Wiltermuth and Chip Heath found that people who perform synchronized activities later behave more cooperatively.

Their experiments obviously did not involve magical covens, but the underlying effect is relevant to coordinated religious behaviors such as chanting, singing, walking, turning, kneeling, dancing, and speaking in unison.

A coven inside a circle does more than perform the same actions together.

I think-

It's, it's, it goes all the way back to one of my favorite DevOps books, which is the book Switch by Chip Heath, and it's about change, about change.

And it's not a DevOps book.

It's, it's a book that DevOps people should read.

And

I think pretty much anything from Chip and Dan Heath, I think is pretty good read.

We did our kind of annually, we have an all staff thing where we all get together.

I mean, everybody from our food service to myself and our leadership team.

And last year we did, we read together The Power of Moments by Chip and Dan Heath.

And that was really cool to do it really challenged us to to take a look at every operation that we have and say how can we make this more powerful how can we make this an experience how can we make this just a real moment you know everything from waking up in the morning and hearing the bugle to you know is that to just those like kind of boring times where you're just walking from cabin to to activity space how can we make those exciting and it was cool to last year to get to see some people that don't typically live in operations and our facilities guys, our, our kitchen folks, you know, they don't typically live in that world, but they just had some awesome ideas because they see it, but they see it from a different perspective.

So I highly recommend that one.

And like I said, I'm not going to kick back from any Chip and Dan.

I'm your host, Patrick Keiser.

Today we are continuing our book club series on The Power of Moments, Why Certain Experiences Have Extraordinary Impact by Chip and Dan Heath.

I know I've been a little inconsistent recently with my releases.

My bad.

Pits are the moments when trust becomes vulnerable.

A customer is disappointed, uncertain, or worried about something that matters beyond the product itself.

Chip and Dan Heath remind us that difficult moments can become defining moments.

For independent retailers, service recovery begins with seeing the emotional stakes.