August 10, 2017

[ICC] The Cab Ride

FYI - I’m currently off-grid at a lodge on a lake in a remote corner of Maine. I’ll be back in the saddle on Monday, August 14th. In the meantime, here’s a popular post from the Inner Circle Collection:

The Cab Ride

Sent on March 16th, 2017

Alice hails a taxi.

Bob pulls over.

Alice gets in.

Bob asks, “Where to?”

Alice hands Bob a piece of paper.

Bob glances at it. It’s a list of directions:

“Turn left at the corner, turn right at the second light, stay left at the fork...” and so on.

It doesn’t say the destination.

Just step-by-step instructions.

It’s a long list.

Bob isn’t sure where they lead.

Three Scenarios:

Three Outcomes:

One Takeaway:

The “Bob” in these three scenarios represents three types of service provider behavioral roles that I have encountered over the years.

I call these roles the Robot (scenario 1), the Technician (scenario 2), and the Fixer (scenario 3).

None of the three is right for every client situation. The right role to play depends on the client’s needs.

For example, it’s easy to imagine variations on these scenarios where Bob playing the Fixer does not deliver the best outcome for Alice. Let’s say Alice is heading home, knows the area like the back of her hand, prefers a particular route because of the scenery, and she provides flawless directions. In this case, Alice is the routing expert and therefore the appropriate role for Bob to play is the Robot.


The Fixer is the most profitable of the three roles.


Seek to attract clients who need a Fixer. Only take on clients who need a Technician when you need the money. Avoid clients who need a Robot.



P.S. Would you like to read through the entire back catalog of messages? The Inner Circle Collection is now available (use code DAILY25 at checkout for 25% off any volume) ->