Habit 15–Wasting Energy
Taking part in organizational blame-storming and pity parties.
These last two habits are very special. They are not transactional—they do not take place in front of your customer. Their effects, however, bleed over into your interactions and relationships with your customers. They are often a root cause rather than a symptom of the ineffective habits that destroy empathy and rapport.
Our first bonus habit, wasting energy, is manifested by engaging in activities that are not only unproductive but also counterproductive. We mentioned corporate blame-storming and pity parties. The question is how much time—and energy—do you spend joining in at lunch or at the water cooler, in the break room, or cafeteria when the topic is ...
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