Daniele Catalanotto and Guy Martin discuss principle number seven from the Service Design Principles 1-100 book, written by Daniele. In this episode, we dive into a critical yet often overlooked principle: “Don’t solve every problem you’re asked to solve.” We discuss the importance of discerning which problems truly need solving and the value of teaching and guiding others to find solutions themselves. Daniele shares insightful stories and personal experiences, highlighting how not immediately solving a problem can lead to greater learning opportunities. We also explore the “Five Whys” technique for getting to the root of problems and discuss how unsolved issues can sometimes turn into unique branding opportunities, enhancing customer experiences. The concept of the “Service Paradox” is introduced, where effectively addressing problems can actually lead to higher customer satisfaction than if the problem had never occurred. Join us in this engaging episode as we unravel the complexities of problem-solving in service design and learn when to step back and when to step in. This episode is a treasure trove of insights for anyone interested in enhancing their problem-solving skills and understanding the nuances of customer service and experience. (Summary drafted by ChatGPT) 00:00 Intro 00:05 Welcome 00:44 Why shouldn’t we solve every problem? 02:36 The problem of the hotel room with no air-conditioning 04:00 The Service Paradox 06:35 Outro Interested in the book, Service Design Principles 1-100? Check out the special offer just for podcast listeners. Support us with Value 4 Value Find out more about “Value 4 Value” here: https://value4value.info/ Time - rate us on your preferred podcast platform, write a review, or submit your own service design principles or insights into the SDP in the books. Talent - Help promote the podcast on social media, produce some incidental music for the show, or suggest a way your talents can help. Treasure - use a modern podcast app to send us boost-a-grams or streaming value. We’ll recognize all contributions and comments in future episodes. Alternatively, make a traditional donation via Ko-Fi to help us cover our hosting and production costs. Get a modern podcast app: https://modernpodcastapps.com/ Traditional donation: https://ko-fi.com/neoluxpodcasts https://www.paypal.com/donate/?hosted_button_id=KCP8BRUHP3HZS Daniele Catalanotto is a service design practitioner, the author of the Service Design Principles series of books, and the founder of the Swiss Innovation Academy Guy Martin has worked with global companies and startups in a wide range of roles, including service delivery, corporate education, and leadership development. Music by Mikhail Smusev from Pixabay We support Podcasting 2.0 A production of Neolux Consulting