I know many businesses find it distasteful to speak of enemies, but is there nothing in this world you would like to get rid of? Poverty? Injustice? Illiteracy? How about some smaller items? Bad customer service, prices that are too high, bad user experiences….eliminating these things can provide motivation and define your organization. Beating those organizations that practice them is a likely outcome. For those who avoid organization who avoid the discussion of enemies, I am reminded of the Simpsons episode Hurricaine Neddy.
Homer: Come on, Flanders, there’s gotta be something you hate. What about mosquito bites?
Flanders: Mmm mmm! Sure are fun to scratch! Mmm! Satisfying!
Homer: What about, uhhhhh, florescent lights?
Flanders: Oooh, they hum like angels! You’re never lonely if you’ve got a florescent light!
Flanders: I don’t like the service at the post office. You know, it’s all “rush rush! get’cha in, get’cha out!” Then they’ve got those machines in the lobby, they’re even faster, no help there. You might even say, I hate the post office. That, and my parents. Lousy beatniks.
One last quote from the episode to close,
Homer: [directly towards mirror] Aw that’s it, you just can’t insult this guy. You call him a moron and he just sits there, grinning moronly.
Flanders: [to mirror] Hi, neighbor!
Homer: You know what your problem is, Flanders? You’re afraid to be human.
Flanders: Ho ho, now why would I be afraid of that?
Homer: Because humans are obnoxious, sometimes. Humans hate things.
Flanders: Well, maybe a few of them do… back East.
Emotions are an important part of life, you should care for your customers and their success, and that very well may mean making an enemy of those things that do not enable their success. Don’t be afraid to care, to be human.