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I'm not sure about the "make it a goal.." conclusion of the final paragraph, but otherwise, this is smart: waiting is part of any interaction. This especially g

by benwerd 17y ago

I'm not sure about the "make it a goal.." conclusion of the final paragraph, but otherwise, this is smart: waiting is part of any interaction. This especially goes for the time between their initial request and your first reply to them (whether it's an actual message, service setup, etc). The more you can make them feel like they're being taken care of, the better.

faramarz 17y ago
Yea, thanks for bringing that up. To be honest, I only submitted it to HN because of it's genius title. the whole concept is just brilliant! I think it's a subject worth discussing about and a lot of tangible and intangible opportunities that are to be had in this 'wait time' period. This epiphany reminds of IDEO's Tim Brown who suggested hospital ceilings are bad for patience. The patient is spending most of their time in bed, looking at the ceiling, yet there's nothing there to interact with them. He changed that.