Why Did We Win?

This is one of my favorite questions to ask customers, and I rarely get the answer that I was expecting. It’s true that we learn more from a loss, but it warps our reality if that’s the only time we pay attention. It has a crystallization effect when they hear themselves, and as a bonus, it makes me feel great.

Try it with customers. Try it when you get a promotion. Try it anytime someone had options and they chose you.

This conversation is even more fun when you ask the same question a year later. It’s never the same answer. What does that teach us?