What does friction feel like?
When you are in the receiving end.
You may not be able to articulate it.

But,

it manifests as frustration, annoyance, irritation, suspicion.
All unnecessary.
All damaging.

This feeling, this undercurrent – sticks.
It travels with you.

Sometimes friction gains momentum, picks up speed.
At this point, it has already gone much too far.

Do you have to stay or can you bail?
Hit the eject button.
Many do.

What does friction feel like in the giving end?
It doesn’t.
Often, the giver doesn’t feel a thing.
It’s not something they are aware of or think about.

This. Friction.
Is so, so common. Far too common.
And I think about it a lot.

Here’s the thing.

People remember peak experiences (Peak-End Rule).
Friction point is a peak experience.
But, probably not (I hope not) the kind of peak experience you want to be remembered for.

A whole mountain of friction, is a huge pile of a friction point.
You will be remembered!

You may be handing out friction left and right – throughout a process, service, or experience.
But friction, especially at the beginning and at the end, sticks like super glue.
It is easy to hand out. Harder to take back.

Be aware.