SEBASTIAN MARSHALL

Strategy Philosophy Self-Discipline Science Victory

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For Want of a Nail

For Want of a Nail

For want of a nail, the shoe was lost. For want of a shoe, the horse was lost. For want of a horse, the rider was lost. For want of a rider, the battle was lost. For want of a battle, the kingdom was lost. And all for the want of a horseshoe nail.

The proverb - "For Want of a Nail" - is about preparation and maintenance. It says that by being unprepared and not taking care of your things, there can be a disastrous chain of cause and effect.

This is true in general affairs and I do strongly recommend preparation and maintenance, but that's not what I want to talk about today. I want to talk about customer service.

Your good customers are super important. I mean, all your customers are super important, but especially your good customers.

It's Your Schedule

Well-structured events include a lot of activities and fill the schedule -- because most people enjoy that, and find it useful to have a set calendar.

But with just a little bit of pre-planning, you can almost always do better. Events get set with a calendar that's to appeal broadly to everyone. So if you're going on a tour or going to a conference, there's a good chance that at least 20% of the activities there are less useful or appealing to you.

What to do? Make your own calendar! Sometimes it's not possible, but you'd be surprised how often it is. When you skip out of an event that's not your forte to do your work, to lift weights, or even just to get a breather and recharge, you give yourself a better chance of continuing what you're working on AND enjoying the rest of things.

I just skipped a technical session at a conference I was at, and lifted weights in the gym. I'm sure it was fantastic, but I knew I wasn't interested and wasn't likely to implement anything from it in the next couple months (and past that, the memory retention wouldn't be good anyways).

I left my hotel keycard in the gym by accident, and while I was waiting in line to get a new one, I mentioned I'd left the card in the gym to a couple co-attendees. I was asked incredulously, "When did you find time to do that?"

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