It’s hard to do something the same way every time.
That’s why I like scripts.
Scripts are small programs that do a task the same way every time.
But some businesses try and script customer interactions as well.
They use sales scripts and messaging sequences – to train staff and help scale the business.
That’s a mistake.
Scripts are good for processes, but bad for human interaction.
Script the work. Don’t script the relationship.
Handcrafted insight 