Frustration Is the Soul Killer
Posted by jtrigsbyMar 26
Just got my daily fix from Seth Godin’s blog, today’s installment is entitled Speechless and its awesome. In his usual straightforward and laser focused manner, Seth has once again cut through the complexity of the issue and identified the singular issues that drives customers, employees, just about anyone to be unhappy.
I’ve preached for years that frustration is a function of expectations. In the ideal case, the provider (company, service provider, government, employer, etc) will manage/set expectations. If they fail to do so, then the recipient will establish expectations, often far above what the provider intends to deliver. ( The iPad does X, why doesn’t this device do that? )
Managing outcomes, whether they be in a retail environment, dealings with bureaucracy, or at work… is VERY important. Failing to do so will lead to frustration and, as Seth points out this morning, frustration is a soul killer. It sucks the very life and motivation out of anyone unfortunate enough to encounter it.
Take Aways
In your dealings with others set expectations, don’t allow them to be set for you. That way you are both operating from the same page and there won’t be surprises in the end. For example, if you run an oil change business and a customer bring their car to you, tell them how long it will take. Instead of, “We’ll get to it as soon as possible.” try, “We’ll get to it as soon as possible, that looks like 30 minutes. Is that ok?”
If you are on the receiving end of an exchange and the other party doesn’t set expectations for you, try setting them yourself. Same example…
Mechanic: We’ll get to it as soon as possible.
Customer: So within the next 30 minutes?
See, now everyone knows what to expect and no one’s soul is drained from their body!

J.T. Rigsby is a Technology and Social Media Strategist and the principle author at Life In the Internet.
So have you ever thought to yourself, “I could start a business doing {insert dream job here} and TOTALLY love it!”






