Niko Herzeg Marketing

So a couple of weeks ago I had some issues with my Mac and the adapter. Both were heating up like crazy and once I thought I even smelled something burning.

Anyways, a couple of days later, while in the city, I walked past a Macstore and explained my problem to the staff. I have to admit the people impressed me with the fact that, by me just mentioning a hot adapter, they knew the problem: It was not the adapter, but the coolingsystem of the Mac. It was broken.

While they did say, that an aditional test was needed for confirmation, they were very sure that the cooling was the real issue. I would need to come back with the Mac and I would have it back in a week or so, with an estimate of cost/repair.

But home, before i packed it up, I googled my problem. Turns out the solution was, not to place my Mac or the adapter on a pillow, cause this makes for bad air circulation. And it worked.

Of course the store guys did not know I used the Mac in bed. Had they known, they might of said the same thing. But they did not ask. “Hot + adapter” = cooling and no more listening and questioning.

In a world filling up with more and more information as we speak, filters are growing in importance. Like doctors who work the overcrowed emergency rooms, we perform our own triage (either social, historical, cultural, personal or a combo of the four) to determine courses of action.

On the whole this works, pretty well. We would go nuts if we questioned everything. But what we must remember is to take time out to question our own triage proces and filters once in a while, so that they aren’t answering today’s problems, based on yesterday’s assumptions and entitlements.

Because the line between a satisfied customer and not, is getting narrower and narrower, more often than not (as in my case) coming down to one simple question: Please, tell me more..?