The Power of Asking the Right Questions
PEOPLE = PROFITS
As we become more and more digital, human interaction becomes more and more valuable.
It’s even arguable that a large percentage of your profit comes from the human element in your business - i.e. the interactions that it has between people, staff, and clients.
A lot of people try to optimize away from it to improve profits, but this is one of the biggest mistakes we can make. We should always aim to optimize for it.
In the book Delivering Happiness, Tony Hsieh talks about doing this to grow the shoe company Zappos.
(highly recommend this one if you haven’t read it)
They strived to get people on the phone to build relationships.
They even had an offer or “pay to quit” program where all trainees were offered a few thousand dollars to quit.
This was a test (although the payout was real) to establish each employee’s commitment to the company.
Because at the end of the day, it’s the PEOPLE that make the company what it is.
It’s the relationships, the interactions, the connections that GROW a company.
And this often equates to profits - not the other way around.