[Since I haven’t done this in awhile, a quick explanation. I collect quotes from a variety of places, but don’t have a good way of sharing or processing them. This series is my way of sharing what inspires and challenges me with others.]
It’s easy to pretend that the dominant narrative is insightful, based in reality and in sync with what we wish it was. Denying it doesn’t make it go away, though.
We can’t easily change the dominant narrative that people have about us, we certainly can’t do it by insisting that our customers or colleagues bring more nuance to the table.
Instead, we can do it through action. Vivid, memorable interactions are what people remember. Surprises and vivid action matter far more than we imagine, and we regularly underinvest in them.