Tag Archives: important

Important or Urgent?

Important or Urgent?

GUEST POST from Stefan Lindegaard

People in the corporate world today are busy – overwhelmingly so. Calendars are packed. Emails never stop. Meetings bleed into each other. On paper, it all looks like progress. But under the surface, something more critical is being lost.

This constant busyness creates the illusion of high performance. Output is visible. Actions are taken. Projects get delivered. But the deeper elements that actually build high performance – leadership development, trust, team learning, shared direction – are quietly being squeezed out.

In my work with leadership teams, I’ve seen this again and again: the very things that drive long-term success get de-prioritized, not because people don’t care, but because there’s simply no time left for them.

We talk a lot about performance, but real high-performance leadership isn’t built on urgency. It’s built on clarity, consistency, learning, and the ability to step back and make deliberate choices. When people are in constant motion, there’s no time for that. No time to coach. No time to reflect. No time to ask, “Are we even moving in the right direction?”

I often say that strong, high-performance teams are not just built – they are strategically designed and developed. That takes effort, intent, and most of all, space. But in the middle of never-ending activity, space is exactly what we don’t have.

This isn’t just a feeling. Research backs it up. Cal Newport’s Deep Work explores how modern work habits – from multitasking to nonstop notifications – have eroded our ability to do focused, meaningful work. Teresa Amabile and Steven Kramer, in The Progress Principle, found that what truly motivates people is making meaningful progress. But we interrupt that progress constantly with check-ins, firefighting, and shallow coordination. And studies like the Microsoft Work Trend Index show that most people feel they don’t get even a single hour of true focus time during their day.

It’s not that productivity is bad. But when busyness becomes the default mode, it turns into a trap – one that quietly undermines performance over time.

From a leadership and organizational development perspective, this is deeply concerning. I work with leaders who want to create better environments, who want to strengthen collaboration, sharpen execution, and grow their teams. But when every hour is accounted for, and every conversation is focused on delivery, there’s little room to ask the deeper questions that lead to change.

Worse still, in this kind of environment, team dynamics suffer. Feedback becomes reactive instead of developmental. Learning becomes fragmented. Strategy becomes surface-level. Psychological safety fades, because no one has the space to truly listen or adjust.

And that’s where Amy Edmondson’s research is so relevant. In her work on The Fearless Organization, she defines psychological safety as the shared belief that it’s safe to take interpersonal risks — to speak up, ask questions, make mistakes. It’s a cornerstone of high-performing teams. But here’s the catch: psychological safety doesn’t thrive in a culture of nonstop urgency. It requires time. Presence. Real conversations. If everyone is too busy, no one feels heard – and when people don’t feel heard, they stop contributing fully.

So it’s not just performance that suffers. It’s innovation. It’s trust. It’s the core of how teams work together.

What’s needed instead is a shift from reactive busyness to intentional performance. That means protecting time and mental space for what matters: coaching, alignment, leadership reflection, and team growth. It means giving teams the tools and structure to act with purpose, not just speed. It means creating a rhythm where delivery and development coexist.

High-performance isn’t about doing more. It’s about doing what matters – consistently, deliberately, and together.

So if your team is always too busy to reflect, to connect, to lead – that’s the signal something deeper needs to shift. Because when everything is urgent, we lose sight of what’s truly important.

And without that, performance is just motion.

Image Credit: Stefan Lindegaard

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Are Your Customers’ Calls Actually Important?

Are Your Customers' Calls Actually Important?

GUEST POST from Shep Hyken

Recently, I wrote an article about the customer service farce. One of several examples I shared was the line we often hear when calling customer support: “Your call is very important to us.” When we hear it, we hope it’s true. We hope it means that the company is going to respect our time, that someone will pick up the call quickly (versus being put on hold for an unreasonable amount of time), and that the agent we talk to will have the knowledge and skills to answer our question or resolve our complaint, and we’ll not have to repeat our story again and again.

In our most recent customer service and customer experience (CX) research, we asked a number of questions about contact centers that convey the message, “Your call is very important to us.” The answers will make you smile – maybe even laugh. I’ve shared some of these findings from surveys from the previous year. Here are the latest with a couple of new ones:

  • Cleaning the Toilet: Nearly four out of 10 customers (39%) say they would rather clean a toilet than call customer support. (That’s gross!)
  • A Root Canal Is Better Than This: A third of U.S. customers (34%) would rather visit the dentist than call customer support. (That’s painful!)
  • Dinner with In-Laws: Half of the customers (53%) say they would rather have dinner with their in-laws than call customer support. (That could be painful, too!)
  • Glossophobia (The Fear of Public Speaking): Even though speaking in public is one of the greatest fears, often ahead of death, one in four customers (26%) would rather speak in front of an audience of 1,000 than call customer support. (Yikes, that’s scary!)


But seriously … as humorous as some of these findings are, there’s some truth behind them. Consider these three findings from this year’s report:

  1. Half of U.S. customers (51%) say that when they call customer support with a question or to resolve a problem, the company does not value their time.
  2. And speaking of respecting time, over half of the customers we surveyed (55%) say they stopped doing business with a company or brand because it kept them on hold for too long.
  3. Six out of 10 customers (63%) say they have stopped doing business with a company because of the inability to connect with someone from customer support. </li?

It sounds like I’m being negative, but the reality is that this information gives me hope – for the companies that get it right. The more serious findings mean that more than half of customers are ripe to switch companies, and if you’re doing it right, they are hopefully going to switch to you.

Whether your company has just a few dedicated employees to support your customers or a large contact center, this information and the opportunities we take from it are applicable to you. Your customers deserve attention and respect. Don’t make them feel as if their call is NOT very important to you!

Image Credit: Pexels

This article was originally published on Forbes.com

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