TouchPoints: “How Can I Help?”

This is a book about interruptions.  No, not how to limit them, avoid them, or schedule them.  It suggests that we should embrace them – because this is where the real business of business occurs.  The most powerful question you can ask when interrupted is “How can I help?”

I would also suggest that an interruption is a quintessential “pull”. Here is your customer (employee, internal customer, boss) trying to pull something from you because that’s what they need right now.  Embrace it and learn from it.  Give it your full attention.  If the person should not be coming to you for this interaction, learn where the breakdown is in your processes.

Touchpoints the book at Amazon

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