A friend was describing a clerk he had recently dealt with. “She was competent, of course, but she couldn’t engage very well with the customer who just came in.”
Then, of course, she wasn’t competent, was she?
It doesn’t take a genius to see that competence is no longer about our ability to press certain buttons in a certain sequence. Far more often, competence involves the humanity required to connect with other people, in real time.
It requires emotional labor, not merely compliance.
(Author Seth Godin)