How To Solve Your IT Problems Effectively (Part-2) - Using Flipping it Upside-Down
Let's face it. In the customer service industry, there are nasty challenges and bigger questions that keep you up at night.
Here comes a time-tested mental model or an innovative technique for rescue, called "Flip It!" Or "Invert, Always Invert!"
In this special bytes episode, our host Anand Tambey simplifies the inversion principle with an excited and passionate mindset, as it is his favorite too.
Don't miss the end where he shares the applicability of this amazing principle to solve any problem and about exciting episodes ahead.
"You think planning for success is easy. Yes. But how about failures? It is easier. It is easier to define all the things that can fail. And then you avoid doing that. Right. Turn the problem upside down. Instead of thinking about successes. Think about failures. Just invert it, whatever the problem it is."
Learn and Grow, With AITSM Show!!!
Anand Tambey: Welcome back to the AITSM show.
In the last episode, we discussed a method for problem analysis and solutions called Kepner Tregoe.
Today, we will move towards bigger questions and bigger challenges. So, if you have your challenges, like how to improve your customer services and how to get the positive Net promoters scores or referrals, or how to have happy customers. Right. These are some kinds of big questions.
For these bigger questions or challenges, we will discuss today an awesome amazing method which is one of my favorites. And It is about one of my mentors whom I never met. But he is my mentor. He's Charlie Munger. Do you know about Charlie Munger? He's an associate of Warren buffet.
And great, great researcher of the human mind and psychology. If you read his mental models, you will get what I am talking about.
One Of my favorites mental models from Charlie Munger is.
Hold your breath.
It is: Invert, always invert.
You think planning for success is easy. Yes. But how about failures? It is easier to define your failures and get all the things that can fail right. And then you avoid it. Right. So, turn the problem upside down. Instead of thinking about successes. Think about failures. Just invert it, whatever the problem it is.
Right. So, if your problem or challenge is how to have your customer services improved so that customers will be happy and they will rate your services by nine out of 10, right. So instead of focusing on that, you focus on how to get a one-star rating.
It's funny, right? But yes. If you think about like how your services will get a one-star rating. And what are the things you have to do to get those kinds of ratings? Right. So, what you will do say one thing is you don't answer your customers in time. Right. You never give a proper communication channel to the customer and so on. So here you can actually come up with a lot of ideas, a lot of the things which you can avoid, right. And you can prevent having this kind of one-star rating. So instead, you will be avoiding all the possible causes of failures.
And then. Because you have prevented all the kinds of failures. Now the only way remaining is. You get it, the success? Definitely. Right. So, this is a beautiful idea, like invert your problem or flip it. It comes in different flavors and different types of variations in many other methods like design thinking, design sprints, and even value proposition metrics also. Right. But that we may discuss someday later on. Okay. So just getting back to this idea of invert. Charlie Munger has said "All I want to know is where I'm going to die. So, I will never go there."
Right. So, you are avoiding all kinds of failures, right? And it is inspired by a German mathematician called Carl Gustav Jacob Jacobi. In short Jacobi. Jacobi invented this formula of invert, always invert. So, there could be many possible things. Or many problems, you can apply these ideas. So, one of them is don't try to make money. Avoid losing it. Don't try to gain customers. Avoid losing them.
Don't try to have a successful relationship with your customers, but avoid the pitfalls of having a bad one. Right. So now you see the power of inversion. You don't think what could go right. You think about what could go wrong and then avoid it to prevent it. So, this is the first principle of your success.
And the best possible mental model. And the best possible method to solve the bigger challenges and bigger problems. Right.
Thanks a lot for listening. I hope it had added value to your toolkit to solve problems effectively.
Please let us know what topics we could add here. Please give us feedback. And if you have loved it. Please share it generously.
Thanks again. Bye-bye.