When you’re new in a job, you notice things others have stopped seeing. Psychology calls it inattentional blindness – I call it the fresh eye effect. Innovation happens when experience meets new eyes, and what we take for granted may turn out to be our greatest resource.
The truth is that nurses, doctors, support agents, waiters, and taxi drivers all work in the service industry and follow the same core principles. The difference is that those who work in healthcare have received more training in empathy and human interaction – and are therefore better at it.
This rule suggests that you should only plan activities for 70% of your time or schedule. The remaining 30% should be kept open for flexibility, creativity, innovation, and handling unexpected tasks or opportunities.
