We just want it to be simple

On the way back from a work trip, I stepped into the cab and the driver was talking to someone on the phone.

I learnt that (let's say his name was Matt) was talking to a senior manager (who did not know a client could hear their exchange over the handsfree). Let's just say that what they shared was more back of the shop talk, and was in many ways... complicated.

I asked Matt about his week, and learnt that he'd been driving for 20 years. I was curious and found out about his most memorable experiences in that time. I discovered that though driving most of the time, Matt is quite influential in the cab business. He cares about the quality of the driving services, really loves doing the right thing by the customer, and and so is sought after by his senior managers for his insights. I heard about the impact of ride sharing on the regulated taxi industry. 

Quite simply, Matt liked being able to provide a quality service to people.

When I got out of the cab, I felt the need to encourage Matt. 

I told Matt I liked his personal commitment to driving. I told him how much I value a personal touch when I ordered a ride. And I enjoy those more when than when 5 star reviews are expected or mandated in the exchange.

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You hear it a lot, often from a manager or a client, who say

"All these systems are just too complicated. I just want it to be simple!"

"Why can't we just have..." 

Who wouldn't want things to be simple? Yet...

• How many times do we see people take simplistic shortcuts, and down the track their community incurs costs many times over?
• How many times do we see people (e.g. engineers) make things too complicated, and see the cost blowout or project delays, and the "gimmick" is put aside because it is no longer usable?

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To pull off a "simple" feat you need something different.

Simple feats like

• Asking removalist to transport both large fridge, piano and a box of fragile vases
• Juggling a chainsaw, bowling ball and eggs
• Making a website intuitive for tradesmen on the job

... need extraordinary patience, strength, tenacity and practice over time.

And a few impressionable mistakes along the way.

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I got inside my house. I hugged my kids and smiled. 

I was able to enjoy that conversation with Matt without throwing myself into the discussion. 

I can see my wife and kids each had so much to share.

It was simply amazing to be home.