Any time you have a great experience, do you think it’s luck or design?
Chances are, the first time, it was just one of those things. A spur of the moment interaction that got a good reaction. Someone paid attention, picked up the vibe, and tried it again. Over time, the ad hoc became standard MO.
Pay attention to reactions – especially when you’ve played the part forever. It’s the key to doing more of what works and less of what doesn’t.
Skippy Strategy: Next time you get an unexpected reaction, work out whether it’s something you added or removed that made the difference.
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