What were you doing on January 24th, 2019? Personally, I have no idea what I was doing. It’s just a random date I picked. But I’ll bet someone reading this remembers that day vividly—for better or worse.
If you can remember January 24th, 2019, maybe you have a miraculous memory and can recall every day of your life. But it’s much more likely that something important happened in your life on that day. A moment that’s burned into your memory.
These defining moments are the subject of The Power Of Moments by Chip and Dan Heath. This book was my #1 book of 2017, and years later, I still recommend it to someone at least once a week. It’s simply one of the best books on customer service I’ve ever read.
The memories that define us
In The Power Of Moments, the Heaths explore how we remember life experiences, basing their insights on scientific research. They break down the reasons certain moments are more memorable than others and how to amplify moments in our own lives to make them more meaningful.
There’s a long list of life-defining experiences in the book: falling in love, getting married, the birth of a child, the death of a parent, buying a house, natural disasters, historic events, and more. We usually don’t remember every single part of these transformative experiences, but we attach a lot of meaning to smaller moments within them.
According to the authors, these meaningful moments in our lives always occur around milestones, pits, and transitions. The conclusion is that whenever we’re at one of these peaks, pits, or turning points, we have an opportunity to create meaning that could have a significant impact.
Create new moments that have impact
In that long list of life events, one that stood out to me was starting a new job. Starting a new job is often a major transition for people, so it’s an opportunity to make some really meaningful moments that have lasting effects.
All too often, a new hire gets their badge, is shown to their desk, and their new boss says, “Welcome aboard. Now get after it!”
What a wasted opportunity!
Transitions and milestones in our careers are just as important as those in our personal lives. Creating powerful moments during these events can build stronger teams, foster a sense of belonging, and spread positivity. Meaningful experiences make us more productive, happier, and fulfilled.
Appreciate and celebrate moments
At my company, Skillway, we decided to make moments a priority. We love to celebrate important dates like birthdays and anniversaries, but we also keep track of what’s going on in our clients’ lives. We formed a Surprise & Delight initiative devoted to celebrating and appreciating these special moments.
Buying a new house, a daughter’s marriage, or a big career change are more impactful events than a birthday. Know what’s happening in the lives of your clients and team members so you can celebrate and appreciate major moments. Don’t just let them pass by! With a tiny amount of effort, you can make an impression that won’t be forgotten.
Make some memories!
Go pick up a copy of The Power Of Moments, and ask yourself how you can create meaning around life’s moments—for your clients, your team members, your family, and yourself. The book has tons more insights into customer service, setting goals, and how to elevate our life experiences. I should also mention that Chip and Dan Heath have written many great books—seriously, go read everything they’ve written!
My team and I love reading, and we’re always sharing book recommendations with our sales coaching clients. If your sales business is stuck on a plateau and you could use some fresh ideas, I’d love to work with you!
Until next time—go sell some stuff!