Show me what I master before asking for challenges

Daniele Catalanotto
Mar 19, 2022
A Service Design principle on 

My wife is coming back from visiting the child doctor with our baby. She is happy!

"Our baby is doing so well! First, the doctor asked me if the baby crawls. He does that already! It's such a long time that he does! Next, the doctor asked if the baby picks things up with two fingers. He does that too already!".

My wife lists all the questions where our boy is already doing well. After then says:

"After all this, the doctor asked if the baby walks. You know the baby is already doing so many things well! I feel it's okay he isn't there yet with walking".

Instead, if the doctor starts with: "Does he walk?" she creates doubts. "Shit, the baby doesn't. Is this a problem? My kid isn't developing well enough?!".

This kid's doctor is a smart one.

She understands how to frame questions to build confidence. She first makes parents realize that the baby is already making a lot of progress.

What if we did the same in our services?


Little side notes

  • This is the second draft of this Service Design Principle.
  • I was able to reduce the lengths by 16.75% compared to the first version.
  • Once adapted, even more, this principle will be part of the book "Service Design Principles 201-300"
  • As always feel free to share comments, feedback or personal stories to improve this principle.


Alternative titles

I'm not sure yet about the title of this principle. So here are a few other variations. Let me know which one makes the most sense to you.
  1. Help me realize what I already mastered before showing me where I have challenges 
  2. Show me what I master before asking for challenges
  3. Make me realize that I'm doing well before showing where I need to make progress
  4. Show me I'm doing well before you ask difficult questions

6 comments

Patrick Marcelissen
May 9, 2022
I would go for nr 2
Or 
5 Small steps in growing confidence 
Deirdre Malone
Oct 13, 2022

Show me what I master before asking for challenges


I don't understand the title. It's not grammatically correct.
Should be I've already mastered 
Not sure what to say about "asking for challenges" ....."moving on to the challenges" maybe?
Deleted
Oct 29, 2022
Some title possibilities:

Show me where I’m strong, only then can I hear where I’m weak

Start with my strengths, then point out my trouble spots

Show me what I’m doing well, then where I can improve

Build my confidence by first pointing out my areas of mastery 

Lead with strengths, follow with challenges 
Daniele Catalanotto
Oct 31, 2022
Thanks JJ, really like the last one ;) I've used it in the new draft (see below) :) 
Daniele Catalanotto
Oct 31, 2022

The third draft of this Service Design Principle

Lead with strengths, follow with challenges

My wife returns happy from visiting the pediatric doctor with our baby.

"Our baby is doing so well! The doctor asked me if the baby crawls. He does that already for weeks! Then, the doctor asked if the baby picks things up with two fingers. He does that too already!".

My wife lists all the questions about where our boy is doing well. After then says:

"After all this, the doctor asked if the baby walks. You know the baby is already doing so many things well! I feel it's okay he isn't there yet with walking".

This pediatric doctor is a smart. She understands how to frame questions to build confidence. She first makes parents realize that the baby is already making a lot of progress.

Let me ask.

What questions can you ask your customers or staff members to build confidence?

Daniele’s notes

  • This is the third draft of this principle.
  • I’ve reduced the length of this principle by 17 % compared to the previous draft.
  • I’ve added a conclusion question to help the reader turn this principle into action.
  • Changed the title based on a suggestion from JJ Turner.