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On one study by Adam Grant of Wharton, lifeguards voluntarily signed up for 43% more hours of work after reading four stories about other lifeguards rescuing drowning swimmers. The stories had increased their interest in the work. When you have a sudden realization, one that you didn’t see coming, and one that you know viscerally is right, you’ve tripped over the truth. It’s a defining moment that in an instant can change the way you see the world. When radiologists were shown photos of the patients whose X-rays they were scanning, they increased both the raw number and the accuracy of their scans. When nurses, assembling surgical kits, met a caregiver who would use the kits, they worked 64% longer than a control group and made 15% fewer errors. Connecting to meaning matters.
When you understand the ultimate contribution you’re making, it allows you to transcend the task list. Chapter 11: Deepen Ties In customer service, you’ll earn about 9 times more revenue if you elevate the positives (e.g. move a customer’s rating from a 4 to a 5), that you will eliminate the negatives (e.g. move a customer’s rating from a 3 to a 4).Mentors can help us stretch further than we thought we could, and in the process, they can spark defining moments. Research suggests that reflecting or ruminating on our thoughts and feelings is an ineffective way to achieve true understanding. Studying our own behavior is more fruitful. Personally, I do not. At least not the first part. I believe our lives are measured in the quality of our relationships, including the connection we establish to the world around us. (To be fair, connection is part of their formula, but its purpose is to create more defining moments, which is not how I use the term here.) The four noted elements defined in the book: Moments of Elevation, Moments of Insight, Moments of Pride, Moments of Connection-- were fully explained and how these were applied in this breakthrough ideology. It was interesting to note the ways people remember certain life experiences and forget others. The defining moments of our lives influence us in a multitude of ways and impact our understanding of the people, culture and natural world around us. Every culture has their own special and higher moments: celebrations and parties of all kinds, religious customs/rituals, and political civic events, etc. Research supported that with the combination of negative and positive information “Bad was stronger than Good” People tend to remember and obsess over negative experience/outcomes over more positive and happier times. One example was sport fans remembering losses over wins. Mentorship in two sentences: “I have high expectations for you and I know you can meet them. So try this new challenge and if you fail, I’ll help you recover.”
Moments, when we display courage, make us proud. We never know when courage will be demanded, but we can practice to ensure we’re ready. There are three practical principles we can use to create more moments of pride: (1) Recognize others; (2) Multiply meaningful milestones; (3) Practice courage. The first principle creates defining moments for others; the latter two allow us to create defining moments for ourselves. When creating a memorable customer experience, you first need to fill the pits. That, in turn, frees you up to focus on the second stage: creating the moments that will make the experience “occasionally remarkable.” In this chapter is also introduced the idea of “Responsiveness” and how it deepens relationships. There are three facets to this: (1) Mutual understanding, (2) Validation, and (3) Caring. A heart-breaking story in this sub-chapter tells us about a school in bad shape. For parent-teacher conferences, only 11% of parents attended. There was no investment from the parents, because they felt no investment from the school. There was little investment from the school, because they felt no investment from the parents. A vicious cycle. Under new management, the school went to each home and asked them questions that leverage these principles of responsiveness: What future do you see for your child? How do you think the school should approve? This is hardly new, but a good mental model for how to phrase the questions of importance. Parent-teacher conference attendance went up to 73%.Research has found that in recalling an experience, we ignore most of what happened and focus instead on a few particular moments. It is hard to be courageous, but it’s easier when you’ve practiced, and when you stand up, others will join you. You can’t appreciate the solution until you appreciate the problem. So when Chip and Dan write about “tripping over the truth,” they mean the truth about a problem or harm. That’s what sparks sudden insight. Chapter 6: Stretch for Insight The book applies a formula that has become universal in the world of modern business management and the consulting that drives it: Every problem/opportunity can be solved/leveraged by analyzing the data, discerning the patterns, and applying them to future or potential data sets. It’s not a bad framework, per se, but I don’t personally feel it applies equally in all situations. Some problems/opportunities just don’t lend themselves to such a conscious and rational process. Defining moments, I believe, are one of them.
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