What's missing ?

There is a big difference between asking "What's wrong?" and asking "What's missing?"

"What's wrong?" always makes a judgement. This can be useful andeffective, but it can also drain you of vitality and joy. "What's wrong?" critiques what is and says it should not be so.

It sounds like this: "Oh, (fill in the blank) would be so muchbetter if only (fill in the blank) were different."Sound familiar? Asking yourself "What's wrong?" is easy to do.But it can leave you disappointed (and often takes others downwith you).

"What's missing?" has a completely different flavor: curiosity,wonder, even optimistic. It sounds like this: "What is needed here? What would be helpful?What could we create?""What's missing?" means you are looking forward and creating abetter future.

What's wrong means you are looking backward, andcomplaining about the past. When service problems occur, it's easy to see "What's wrong?" Thestaff was rude, the delivery late, the information incorrect, thepromise broken.But what can be DONE about service problems requires a differentquestion.

"What's missing?" More training is required, management role models is needed, asuperior service culture must be built, and sustained."What's wrong?" (judge, find fault, criticize, blame) or "What's missing?" (look forward, wonder, be curious, invent)

You choose which question to ask many times a day. Choose wisely.