Curiosity vs. efficiency

Curiosity is exhausting. It’s so earnest and inquiring all the time. It never stops. Sometimes you want it to just dial it down a bit so you can get some work done.

At some point you need efficiency and process to take over. They know how to take what’s working and really get things done.

The problem is, if you let these two run the show too long, curiosity has a hard time muscling its way back in.

This past week we had a customer try to request a Poppy via email. Twice. It’s not a huge issue but our process is for it to be done either SMS text or the web app. This helps makes sure nothing is missed and the request can dealt with the way it needs to be.

So after the second email I found myself responding by “educating” how future requests should done. But I realized that I never asked why she was doing it this way in the first place. Why she somehow felt that email was the best answer for her.

Was it a failure in our onboarding? Did she use another service that used email? Was email even more convenient than SMS?

Some might say that if you stoped to ask every single person what they did something differently we might never get any work done.

It’s true.

But it’s the aberrations that are filled with the insights.

And if I don’t ask why something is different, I’ll never learn how we can be better.

So yeah, it’s exhausting. But let curiosity be its earnest, annoying self and help it play along side its more productive friends.

It’ll be more effective in the long run.


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