Ralph Hubacher: Possibilities instead of limits

Saturday morning. Before writing this blog, I drive to the village shop to buy the essentials. ‘Don’t you have any cash?’ asks the woman at the till in a grumpy tone.

Having just been in nothing-box mode, my brain jumps into overdrive. Although the question doesn’t concern me, but the gentleman in front of me who had pulled out his card to pay. He apologetically replies that he doesn’t have any cash on him, whereupon the lady at the till gives him an extensive lecture on why amounts under ten francs should not be paid by card. Meanwhile, the queue at the checkout grows longer and the looks on the customers’ faces become more annoyed.

Although this little incident is not the subject of today’s blog, it certainly plays into my hands. Showing customers your limits without offering solutions is rarely a good strategy. The good gentleman didn’t want to steal anything but wanted to pay properly. That earned him a lecture. Will he become a big fan of this brand, which advertises on its website with the promise ‘We inspire every day with friendliness, attentiveness and are service-orientated and helpful’?

But I had a different topic in mind. I just want to give you a little tip. Yesterday I had another classic out-of-office email message in my inbox. ‘During my absence, emails are neither read nor forwarded. In urgent cases, please contact Sandra Barth…’. There’s nothing wrong with that. After all, it shows who is taking care of my request.

Nevertheless, the focus is on what is not being done. Not read. Not forwarded. That doesn’t make the other person feel good. How about this? ‘In my absence, your emails will remain safely in my inbox. I look forward to replying to you as soon as I get back. In urgent cases, Sandra Barth, (e-mail + telephone number), will be happy to help you.’

Possibilities instead of limits. That’s all I wanted to write.

A cheerful greeting, Ralph Hubacher