The Power of Moments: Why Certain Experiences Have Extraordinary Impact
von Chip Heath
A risk is a risk. Lea Chadwell took a risk on a bakery; it made her miserable. If risks always paid off, they wouldn’t be risks. The promise of stretching is not success, it’s learning. It’s self-insight. It’s the promise of gleaning the answers to some of the most important and vexing questions of our lives: What do we want? What can we do? Who can we be? What can we endure? That logic shows why the first day of work is an experience worth investing in. For new employees, it’s three big transitions at once: intellectual (new work), social (new people), and environmental (new place). The first day shouldn’t be a set of bureaucratic activities on a checklist. It should be a peak moment.
A risk is a risk. Lea Chadwell took a risk on a bakery; it made her miserable. If risks always paid off, they wouldn’t be risks. The promise of stretching is not success, it’s learning. It’s self-insight. It’s the promise of gleaning the answers to some of the most important and vexing questions of our lives: What do we want? What can we do? Who can we be? What can we endure?
That logic shows why the first day of work is an experience worth investing in. For new employees, it’s three big transitions at once: intellectual (new work), social (new people), and environmental (new place). The first day shouldn’t be a set of bureaucratic activities on a checklist. It should be a peak moment.
Mentors push, mentees stretch. If you mentor someone—a student, an employee, a relative—you might wonder about the best way to give them a productive push. A good starting place is a two-part formula cited in a paper by the psychologist David Scott Yeager and eight colleagues: high standards + assurance.
When people assess an experience, they tend to forget or ignore its length—a phenomenon called “duration neglect.” Instead, they seem to rate the experience based on two key moments: (1) the best or worst moment, known as the “peak”; and (2) the ending. Psychologists call it the “peak-end rule.”
Tripping over the truth is an insight that packs an emotional wallop. When you have a sudden realization, one that you didn’t see coming, and one that you know viscerally is right, you’ve tripped over the truth. It’s a defining moment that in an instant can change the way you see the world.
"A risk is a risk. Lea Chadwell took a risk on a bakery; it made her miserable. If risks always paid off, they wouldn’t be risks. The promise of stretching is not success, it’s learning. It’s self-insight. It’s the promise of gleaning the answers to some of the most important and vexing questions of our lives: What do we want? What can we do? Who can we be? What can we endure?"
"That logic shows why the first day of work is an experience worth investing in. For new employees, it’s three big transitions at once: intellectual (new work), social (new people), and environmental (new place). The first day shouldn’t be a set of bureaucratic activities on a checklist. It should be a peak moment."
"Here’s what we know about how to make a lasting impact in a child’s life in a few precious minutes. Of all the ways we can create moments of pride for others, the simplest is to offer them recognition. In this chapter, we’ll see why recognizing others is so important, how to handle the moment so that it’s most effective, and why the good feelings enjoyed by the recipient can boomerang back to the giver."
"Mentors push, mentees stretch. If you mentor someone—a student, an employee, a relative—you might wonder about the best way to give them a productive push. A good starting place is a two-part formula cited in a paper by the psychologist David Scott Yeager and eight colleagues: high standards + assurance."
"When people assess an experience, they tend to forget or ignore its length—a phenomenon called “duration neglect.” Instead, they seem to rate the experience based on two key moments: (1) the best or worst moment, known as the “peak”; and (2) the ending. Psychologists call it the “peak-end rule.”"
"Tripping over the truth is an insight that packs an emotional wallop. When you have a sudden realization, one that you didn’t see coming, and one that you know viscerally is right, you’ve tripped over the truth. It’s a defining moment that in an instant can change the way you see the world."
"Responsiveness encompasses three things: Understanding: My partner knows how I see myself and what is important to me. Validation: My partner respects who I am and what I want. Caring: My partner takes active and supportive steps in helping me meet my needs."
- →CONNECTION: Defining moments are social: weddings, graduations, baptisms, vacations, work triumphs, bar and bat mitzvahs, speeches, sporting events. These moments are strengthened because we share them with others.
- →In service businesses, there are a huge number of potholes to fix, and that’s why executives can get trapped in an endless cycle of complaint management. They’re always playing defense and never offense.
- →Mentors focus on improvement: Can you push a little bit further? Can you shoulder a little more responsibility? They introduce a productive level of stress.
- →To elevate a moment, do three things: First, boost sensory appeal. Second, raise the stakes. Third, break the script.
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