My son taught me geometry this week.
He kept telling me that a cylinder was a 3D object, and I kept saying it wasn't. He would say, "IT IS!" I would respond with something like, "I believe you, but it's not." Maybe there was more context. Maybe you heard her wrong.
Fast Company has more to say.
How curiosity helped him invest in tech.
He invested in tech because of his curiosity.
Early on in his career, the man known as "Ashton" had a knack for spotting opportunities in tech. He talks with us about how his upbringing around construction sites changed his view of technology and how he has embraced that view to create his non-profit.
We can't skimp on collaboration if we want to innovate.
03:46
Loading adLive.
00:00
28:51
28:51
He started crying and said that he didn't want to be his mom anymore.
I was about to die.
I don't want to be your mom anymore, how did he hear that? It felt awful, but it was a good reminder that the words we say have no bearing on what the tone and subtext behind them are.
I believe you, but it's not. Maybe there was more context. What he heard was that you misheard her.
You're wrong. I am an adult and I know more.
I think I'm saying the right thing to appease your feelings, but I don't actually believe you.
I told him that I loved him and that I was happy to be his mom, and that nothing he could do or say would change that.
He curled a piece of paper into a cylinder.
I didn't know what to say.
My son felt safe enough to speak to me in the moment, but how often are we in this situation with others where the communication is not clear?
When their emails arrive in my inbox, they are usually frustrated and annoyed. They have already tried to fix the issue themselves, and contacting customer support is a last resort.
Customers of Zapier are smart. They are working with apps that I have never used before. I know I will never get to a resolution if I don't first understand the customer.
The customer is trying to accomplish something.
What assumptions do they use to reach their end goal?
What needs to happen in order for this to succeed?
Has this worked before? What has changed?
Confirmation of my understanding with the customer is important.
After my son showed me what he meant, I apologized to him and told him that everyone is wrong. Even your mom! While a cylinder is not exactly a 3D rectangle, we now have a shared understanding.
I wonder if the roller-coaster could have been avoided if I had followed the same strategy I use with my customers. I could have told him he was wrong and pushed my assumptions and experience on him.
This article was originally published in Zapier's blog.
