Don't scare me to motivate me
Daniele Catalanotto
Apr 6, 2022
A Service Design principle to motivate people to finish a shitty task
It’s tax season again. I send my taxes. After a few weeks, I receive a letter that tells me something like this:
“You forgot to add one document to the appendix. If you don’t send it to us, you will get a fine!”
Wow. That feels brutal.
Imagine if my wife asked me to do some groceries. And when I come back home with a ton of bags, she says:
“You forgot to buy soap! Get it now! Or I ask for a divorce!”
My wife doesn’t react like that because she is a sensible and smart human. So instead, she tells me:
“Thanks, honey. I see you bought a lot of stuff and carried many bags!. I really appreciate it! By the way, next time you go out, could you grab some soap?”
To motivate me to fix my taxes, take inspiration from my wife:
Recognize the work I already did before you ask me to do something else for you.
For example, count the number of documents I have already sent. Then show me that there is one thing missing to be able to close this task.
Alternative titles
I'm not super happy yet with the title of this principle. So let's explore a few other alternatives:
- Don't tell me you could fine me for something I did nearly perfectly: the original title of the principle
- Don't scare me to motivate me
- Don't scare me to motivate me, but recognize what I already did: might be too long but gives the right idea
- Don't scare me to motivate me, but recognize my work: not catchy enough
Little side notes
- This is the second draft of this Service Design Principle.
- I was able to reduce the lengths by 21.9% 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.
8 comments
Jörn Kohlschmidt
May 11, 2022
I like principle six cause i feel really enoyed, cause it was at all not my intention. I also want to have done the tax stuff. Not a fan of it :-) Could this work as a principle title?
4) Appreciate my effort
5) Not fine, pleased to refine
6 ) Don‘t fine my goodwill.
4) Appreciate my effort
5) Not fine, pleased to refine
6 ) Don‘t fine my goodwill.
Daniele Catalanotto
Jun 4, 2022
Hey Jörn,
Really like the "Don‘t fine my goodwill" I feel it gives a new light to this principle :) Will see how it feels when I come back for another iteration on this principle :) But definitely a good inspiration :)
Really like the "Don‘t fine my goodwill" I feel it gives a new light to this principle :) Will see how it feels when I come back for another iteration on this principle :) But definitely a good inspiration :)
Deirdre Malone
Oct 15, 2022
Love this principle especially since I’ve worked for a mystery shopping company that threatens evaluators when requesting final edits.
Incontrast, reflecting on how the audience reacts towards the end of a competitive race, I think:
Don’t scare me into finishing. Encourage me instead.
Incontrast, reflecting on how the audience reacts towards the end of a competitive race, I think:
Don’t scare me into finishing. Encourage me instead.
Daniele Catalanotto
Oct 16, 2022
Thanks for the suggestion Deirdre 👌😊
Daniele Catalanotto
Oct 29, 2022
The third draft of this Service Design Principle
Don‘t fine my goodwill
Your wife asks you to shop for groceries. When you come back home with a ton of bags, she says:
“You forgot to buy soap! Get it now! Or I ask for a divorce!”
My wife doesn’t react like that because she is a sensible and smart human (1). Instead, she tells me:
“Thanks, honey. I see you bought a lot of stuff and carried many bags! By the way, could you grab some soap next time you’re out?”
My tax office isn’t as smart. After a few weeks that I’ve sent my taxes, I get a letter that tells me something like this:
“You forgot to add one document to the appendix. You will get a fine if you don’t send it to us!”
Wow. That brutal.
So let me ask you:
How can you recognize your staff or users’ work before you ask them to do something else for you? (1)
Footnotes
(1) She is also a great inspiration for many of my Service Design Principles, but please don’t tell her.
(2) For example, count the number of documents I have already sent. Then show me that there is one thing missing to be able to close this task.
Daniele’s notes
- This is the third draft of this principle.
- I’ve reduced the length of this principle by 19 % compared to the previous draft.
- I’ve added a conclusion question to make help the reader turn this principle into practice.
- I’ve changed the title to “Don‘t fine my goodwill” based on a suggestion from Jörn Kohlschmidt.
- I’ve turned the story upside down to start with how smart my wife is, because yes she is wonderful and all should know.