The strangest thing happened to me the other day. I wasn’t feeling well and I emailed my doctor early in the morning.
Not just once, but twice, all in less than an hour.
It got me thinking about other places where there are mismatches between what we really want (a responsive doctor who we can occasionally hear from without making an appointment) and what we get.
If you were an alien visiting from another planet, sent to understand the relationship between funders and social sector organizations, what would you tell your superiors on the Mother Ship? You’d likely explain that people who give away their hard-earned money are mostly interested in fancy meals in expensive settings, supplemented by the occasional, sorta boring glossy report.
We throw resources at the wrong solution because it is safe: no one will get fired for putting on next years’ Gala that raises $75,000 more than this year’s, or for publishing an annual report that is good enough and mostly looks like everyone else’s.
So, you can keep playing that game, and come in neither last nor first.
Or you can decide to win at a completely different offering.
It’s the offer of permeability. The offer of the quick response. The offer that makes available useful and relevant access to your team that’s doing the work. The offer to open up the gritty, imperfect details, and the hard-earned insight and experience: things that are easy for you to share but priceless for the person on the other end of the line.
My doctor’s day is more productive when he spends more time with more people who can only be helped by a visit to his office. My day is better when I have a first-line plan of action right away, not after four hours waiting at urgent care or a week waiting for an appointment.
Providing the right kind of access is better for everyone.