Came across the term “good-handedness” in a newsletter by Austin Kleon. It describes “the immediate feeling on reading the first lines of a book, or starting a movie, etc., that you are in good hands.”

It got me thinking. Shouldn’t good-handedness apply to businesses? Shouldn’t our impressions of a business be such that we feel we are in good hands?

What would that look like?

Customers would feel welcome (i.e., wanted).

Customers would feel appreciated just because.

Customers would feel that this is the place where their problems matter.

Ultimately, customers would feel sure that they were much more than a line on a P&L or an inconvenient obstacle to self-interest.

Just think how good being good-handed could be. Think of the difference it could make. Think of the benefits to you and your customers.

Making people matter by ensuring they’re in good hands. The time is now.

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