Mini Episode 20 - Why don’t waiters just write down my order?

Katrina from East Gardens wants to know why waiters love to wait to complete your order

Dan: (00:19)
Welcome back to bad decisions. Is it back maybe just welcome to bad decisions, either way. I'm your host, Dan Monheit co-founder of Hardhat, and we are here to tackle your weird and wonderful questions about human behavior. Today's question comes to us from Katrina, from East gardens.

Katrina: (00:34)
So I was out for dinner with some friends last night, and a few of us had alterations to our order. One of us has no dairy, another one got extra cheese. Um, and then there's a vegetarian and I noticed that the waiter didn't jot anything down. So my question is why don't waiters just jot down orders.

Dan: (00:51)
Ah, yes, the old I'll just remember it trick. We all know that sense of anxiety. We feel when our waiter decides to take mental notes, just like they're on the podium of the world memory championships, rather than just doing the job and writing down the orders with that little pencil on that little pad of paper. Just like that. Our enjoyment for the evening now rests solely on their ability to remember Aunt Pam's finicky and frankly, unnecessary modification to the stir fry. Or there was uncle Jerry or uncle Gary who wanted the satay sauce on the side, not allergic just a preference. I hear you Katrina. I mean, why show off surely it is in everybody's best interest to just go with old faithful pen and paper, maybe an iPad. Hell, you could use a, a tablet and a chisel for all. I care, just please write it down.

Dan: (01:35)
Right. But what if we're wrong? What if we just aren't trying to impress us at all? You know what, if you have ever found yourself distracted in a, uh, intimate moment because you left washing the machine, then listen on or don't. This bias actually works either way because we are talking about the Zeigarnik effect. The Zeigarnik effect describes how we remember incomplete interrupted or unresolved tasks more easily than those. We finished starting a task that we are interested in, brings this overwhelming desire to complete it. That desire stays with us right until we do so, and then disappears. So in 1927, Boom Zeigarnik an iconic Lithuanian psychologist. And of course our heuristics namesake ran an experiment to test how easily children could recall the details of task work. Two separate groups were left to work on a series of puzzles and basic maths problems. One group was interrupted midway through while the other was allowed to complete what they were working on after an hour away from their activities, the children were asked if they remembered what they'd done while 12% of the completed group recall their tasks.

Dan: (02:38)
This figure jumped to 80% for the interrupted group. The incomplete tasks were still ticking away in the minds of group two. When we start and then complete the task, we're rewarded with a dopamine hit and an accompanying sense of satisfaction. When instead a task goes unfinished, we're left, motivated and invested in keeping it top of mind in the hope of completing it and cashing it on that reward a little bit later. And that's where our hospitality friends come in. As it turns out, Bloom also observed that wait staff could remember complex and nuanced food orders while they were still outstanding. But as soon as the plates were cleared and the bill was paid, the orders vanished from memory storing the orders of customers in working memory makes it easy to provide good customer service as well as keep tabs on who still needs to pay brands conduced as a organic effect by skipping the whole story instead, consider providing just enough to hook your audience safe in the knowledge that you'll come back and close a loop down the track, think cryptic headlines in complete catch phrases or ending it all with a…

See what I did there. All right. Katrina. I hope that answers your question on why waiters. Don't just write down your order, but between you and I, I also think they're just trying to show off a little bit if you are not Katrina, but have also observed a weird or wonderful human behavior that you would like me to get to the bottom of shoot it through to me. You can get me on email askdan@hardhat.com.au or all over the internet at Dan Monehit. Catch you next time.

Mini Episode 19 - Why is it 11:11 every time I look at my watch?

Ross from Holland Park wants to know if his watch is broken or if it's a sign from above.

Dan: (00:16)
What's up everybody. It's Dan Monheit here with a fresh episode of the bad decisions podcast. You know, uh, we're still doing the mini formats here, where we are tackling weird and wonderful questions. Today. We have an absolute belter. This is coming to us from Ross in Holland park, but I'm not gonna lie. This could just as easily have come to us from my wife in Melbourne, Ross, what you got

Ross: (00:36)
My girlfriend was telling me that how seeing certain numbers can mean there's new opportunities on the horizon. At first. I thought it was ridiculous, but then I started wondering if it's a sign. Why every time I look at my watch, it's 1111.

Dan: (00:49)
Why, why, why? Uh, you know, we like tackling the big questions here and there is none bigger than why it is 11, 11. Every time you look at your watch right now, there is a wonderful saying that even a broken clock is right twice a day, but I'm assuming that you, my dear friend, Ross are more of a digital watch and maybe even a Velcro wallet kind of guy, no disrespect. Now it is very tough to go past this 11, 11 phenomena. And before getting your question, I didn't even realize this was such a big thing. And then I saw the question I jumped on the internet and oh my goodness, I was not ready for this. The web is filled with a multitude of perfectly reasonable explanations, including the, and I quote synchronicity of the universe or suspicious signs, the opening of opportunity portals and the presence of spirits.

Dan: (01:34)
Ah, thank you, internet, to be fair. This 11, 11 phenomena may not be for everyone, but every one of us is subject to our own little belief about things happening far more often than they actually should. So for some of us, it is a perfectly timed 40 weeks, 40 hour sale. A just when we were planning to go out and buy a new bed for others, it is everyone on Instagram being pregnant or in Europe or being pregnant in Europe or the timely arrival of this podcast. Whenever you are contemplating life's biggest questions. So what is going on here or watch is going on here, if you will. Let's let's take a look. So what does at play here today? Ross is something called the confirmation bias. Now confirmation bias describes our tendency to seek out and upright information that supports any of our existing beliefs while undervaluing, discrediting, ignoring, not even rating avoiding anything that runs counter the more emotional or deeply held the belief.

Dan: (02:28)
The more susceptible we seem to be to the confirmation bias. So one of the most famous studies about confirmation bias was carried out by Lord Ross and LEPA in 1979. And this provided us with a very, very clear striking demonstration of confirmation bias in action. The researchers gathered two opposing groups of students, one who were pro capital punishment, believing it to be an effective deterrent of crime and the other against believing. It had no effect at all. Each of the highly opinionated groups were asked to review two studies. One of these studies contained strong irrefutable evidence in support of capital punishment's impact on crime reduction while the other contained equally strong evidence against it, low and behold, the students in favor of capital punishment found the material that supported their stance to be highly credible. While regarding the other study, as entirely unconvincing, the students who held the opposite views found the same, but in reverse, when the students were finally asked to restate their views in light of the new evidence that they just reviewed, both groups doubled down on their initial beliefs, pro punishment.

Dan: (03:29)
If that's what you would call them were adamant about its ability to reduce crime. While the anti punishment is remains staunchly unconvinced. Now it's worth remembering the two groups reviewed identical studies. The thing is as humans, we love being right, and you know what two other things we really love are conserving mental energy and appearing consistent to others. Both of which are compromised when we change our worldview, confirmation bias explains how we enthusiastically click the first Google result that backs our argument and why it feels like Facebook is listening to us. But come on how many ads for products you weren't just talking about? Did you mindlessly scroll pass without noticing? There is no doubt that we check our clocks watches and phones dozens, if not hundreds of times a day. And with every peak, I'm sorry to say the odds of it being 11, 11 remain up poultry one in 722 or one in 1,440.

Dan: (04:19)
If you run military time, like I do where confirmation bias kicks in is in us, not noticing any other time, quite so much. And how could we with all of that gorgeous symmetry and wish granting magic wrapped up in the wondrous 11, 11, unless you're a brand that's fresh to market is, but guaranteed that buyers will already have some preconceived perceptions about who you are and what you stand for. So instead of battling up hill, trying to change people's minds, you should look for ways to lean into it and dial up what they already believe to be true. Yes, this might take some reinterpreting or a little creative license, but the truth is almost always the best place to start. And if you need some creative inspiration, Volkswagens think small and Avis is wear. Number two are classic examples. On the other hand, if the aspirations for the brand are completely at odds with what the masses already believe, then either strap yourself in for a long, expensive transformational journey ahead or consider acquiring partnering, or spitting up a new brand for a fresh start. Instead. Exactly like Toyota did with Lexus back in 1989. So that is it for today. Ross, I hope that answers your question of why it is 11, 11, or at least why it feels like 11, 11. Every time you look at your watch, if you like Ross have been wondering about weird and wonderful observations of human behavior in life, please shoot 'em through and I will do my best to answer them. You can get me at Dan Monheit all over the internet, or shoot me through a old school askdan@hardhat.com.au. Catch you next time.

Dan: (06:04)
So watch up with that. it's so good.

Mini Episode 18 - Why does everyone think they're great drivers?

Marcie from Docklands wants to know why we we're all racing laps like Ricciardo.

Dan: (00:17))
What's up and welcome back to another episode of bad decisions. I'm your host, Dan Monheit co-founder of Hardhat. And if you're listening, you probably know the deal by now, this week's question submitted from Marcie in Docklands, Marcie, what you got

Marcie: (00:30)
This morning on my drive to work. I got cut off twice and saw someone run through a red light without even noticing why does everyone think they're such great drivers?

Dan: (00:40)
All right, come on, Marcie. This is an easy one. It's a, because they are

Dan: (00:46)
Okay. No, but for real look in my experience, there really are only two types of drivers in the world. There are those who think that they're better than everyone else and the 20 or so professional formula, one drivers who went up to around 75 million bucks a year, driving a car around a track with no traffic lights and no need to park, who probably are slightly better than everybody else. While little confidence can go a long way. My own confidence in year 10 mathematics. Thank you very much. Mr. Wosy tells me that we can't all be above drivers now, can we Marcie as we all know too well, the world is littered with these experts. You know, I mean, there's Becky from accounts who watched one episode of Q and a, and is now the leading thinker on Australia's foreign trade policy. You probably have like a friend's brother, Phil who played 11 games of football in high school.

Dan: (01:28)
And he is adamant he could do a better job coaching the doggies this season. And of course the worst and also best of them, Lawrence. And I do love you dear Lawrence, but everyone's got a Lawrence in their life who took a three hour wine appreciation course in 2009. And is now everyone's resident sommelier, you know, my family's not even immune my gorgeous son. Uh, all of nine years old is convinced that he's gonna make the NBA given that he's and I quote you already the third best shooter in his class. Right? And I believe in you, boy, I believe in you. So let's sit down Marciebuckle up and get ready for a ride on the humility highway. Because what we are looking at today is the Dunin Kruger effect. Now the Dunin Kruger effect states that people with low levels of proficiency tend to overestimate their ability to perform a task.

Dan: (02:13)
At the same time, those who are highly proficient, tend to sell themselves short. So the theory goes that when you're completely new at something, you suck so bad that you don't even realize all the different ways that you suck. And then as you get better and better, you start to recognize how much more there actually is to know causing you to feel that in reality, you know, pretty much nothing at all. So research conducted in 2003 by the Dunning and the Kruger are students who recently finished an exam to rate how well they thought they did in comparison to their peers, by mapping the students, actual scores against how well they thought they'd fed that in Kruger made a discovery. The students who bombed the test generally overestimated their ability compared to others. While the star students with top marks, massively underestimated how well they'd done, essentially, the less they knew, the more confident they were.

Dan: (03:00)
You can see how this is gonna end badly, right? In today's world of vigorous online debates, the Dunning Kruger effect is what keeps the idiots loud and proud while the experts sit back, observe, stay quiet and wonder if they really know enough to offer an opinion. When it comes to driving, we all know enough to be dangerous, especially early on it. Doesn't take long to get the hang of things, right? If you remember, it's like this pedal is go, that pedal is stop. You turn the wheel a little bit. Don't forget to check the mirrors. And you're pretty much driving, especially if you grow up playing Daytona like I did. In reality, though, we barely scratch the surface of what it takes to be a truly proficient driver. Add in a little torrential rain, some tram tracks, a hook turn, and a reverse parallel park on a steep incline.

Dan: (03:41)
And we'll soon find out what's what, as advertising sales and marketing folk, we're often pitching to people whose confidence to competence ratio is way out of whack when confronted with a premature expert to somebody really on, in their journey, who kind of thinks they know it, all the plays to slowly, gently, respectfully offer guidance and information that will help them realize there might be more to consider here than they'd realized. So you might do that by offering a personal anecdote, you know, like, oh, well let me tell you, ask me way too much on my first bike or throwing them an open ended question. Like, so what style of cycling is your go to things like these are your best weapon for building trust and sitting the foundations for a mutually beneficial long term relationship. On the other hand, if you're talking to the chronically under confident, those people who actually are highly proficient, but just constantly doubt themselves, what you can do is offer reassurance and bridges between what they know they know and where you want them to go.

Dan: (04:34)
So, you know, you could say, look, if you can count to eight, you can learn the harmonica, helping prospects realize that they've already got the skills, the knowledge and the ability to take the next step can have them heading for the checkout with confidence. So that is all for this week. Marcie, hopefully that shines a light on why everybody thinks they're a great driver and look, I'm sure you actually legitimately really and truly are, but it's good to know that not everybody else is. So if you have got other questions about weird and wonderful human behaviours that you have observed, please shoot 'em through to me. You can hit me up at askdan@hardhat.com.au or all over the internet at Dan Monheit. We'll catch you next time.

Mini Episode 17 - Why do smart people believe in dumb horoscopes?

Millie from Coogee wants to know why we can't help but look into the crystal ball.

Dan: (00:17)
Welcome to another episode of bad decisions. I'm your host, Dan Monheit co-founder of creative agency hardhat. And today we have a ripping question from Millie in Coogee.

Millie: (00:27)
One of my friends checks her daily horoscope every morning, letting it guide her every decision for the day. I think she'd rather take advice from her horoscope than any of her friends. Why does smart people believe in dumb horoscopes?

Dan: (00:39)
That is a wonderful, thoughtful, insightful question, milli and the rise of Pluto suggested the answer is just around the corner. Along with an event that will prompt you to reassess a close relationship and a major life decision that will require you to trust your gut. But in all seriousness, who doesn't love a horoscope, a poem reading, maybe even an aura audit. If you are happy to find yourself in Byron bay, especially when they all tell us how close we are to financial freedom, everlasting love and discovering our true purpose in this large lonely world. The funny thing is the same science that proves horoscopes are bullshit. Also explains why so many people even really, really, really smart ones still believe in them. So join me, my Taurian adventurer, as we embark on a great journey upon which enlightenment and a true spiritual awakening are all but guaranteed first stop.

Dan: (01:29)
And if I'm honest, the only stop on our journey is at the bottom effect. The bottom effect describes our tendency to believe that personality descriptions are tailored specifically to us, even though they are in fact vague. And in reality could apply to virtually anybody in 1948, psychologists Bertram four handed out, especially devised questionnaire to his students. This is amazing. Wait, wait for this. Right. The students were told to complete the questionnaire honestly, and were promised a personalized sketch or description of their personality type in return for a collected, the completed questionnaires and returned the following week with personalized sketches for each and every one of his students upon receiving their sketches or descriptions. Each student was asked to provide a rating from zero, which was poor all the way up to five, which was spot on in regard to how accurately the sketch described them. The average accuracy rating was 4.3, which is rather incredible when you consider that each student received the exact same sketch, which as you might imagine for had assembled from a new stand astrology book the night before, as it turns out, almost anything can apply to almost anyone horoscopes Claire Voyance and which Harry Potter character are. You tests all play into our curiosity and our vanity. Holy

Speaker 3: (02:45)
Cricket, your Harry Potter, you're Harry Potter,

Dan: (02:48)
The deliberate vagueness leaves room for us to insert our own meaning and relevance, helping universal statements about being self critical falling short of our potential or seeking securities seem truly personal. These descriptions tend to be considered even more believable when they're you never believe it positive and come from a perceived authority, such as a widely circulated newspaper or a mystical woman, surrounded by crystals and candles in a velvet carnival tent. The Barnum effect is a powerful tool for getting people to self-identify. As prospective customers, brands can use this by highlighting product truths that actually flatter the audience. So if you make running apparel, you might run a line that says running gear for people who know that bad conditions are only ever a state of mind, right? You see how people would be like, oh, that's totally me, right? Or another thing they can do is hero particular audience segment.

Dan: (03:34)
So this isn't just any peanut butter. This is peanut butter for dads who want the best for their kids. It's like, Hey, I'm a dad like that. Anyway, if you like the sound of this, and you're a smart marketer, like all smart marketers you'll know what to do from here. Just trust your gut. So there we have it Millie, I hope that answers your question of why smart people believe dumb horoscopes. And if you've got any further questions or queries about weird and wonderful human behaviours that you've seen in the world, shoot 'em through to me. You can get me at Dan Monheit all over the internet, or if you wanna use your old email, you can get me at askdan@hardhat.com AU. And now as I look deep into my crystal ball, I see you downloading a future podcast episode with a yellow logo letters, B and D in the icon until then take care and trust your instincts.

Mini Episode 16 - Why do groups of adults argue over who gets to pay the bill?

Gerard from Cremorne wants to know why the gloves have to come off when the cheque arrives?

Dan: (00:17)
Welcome to bad decisions. Still rolling through many episodes. I'm your host, Dan Monheit from creative agency hardhat. Today. We have a killer question. This one comes to us from my good man, Gerard. What you got for us

Gerard: (00:31)
Last night, I was out for dinner with friends. And when it came to paying a bill, we did that classic, awkward back and forward dance with the cheque. No, I'll pay it. No, no, let me, why do groups of adults argue over? Who gets to pay the bill?

Dan: (00:45)
Gerard, if, if I'm gonna be honest with you, this one plagues me all the time and obviously, you know, part of it is because we're petty and we're irrational, but you already knew that, right? Cuz you listened to the show. See the thing is it does not seem to matter if we are out with childhood friends. If we are at a meal with our extended family, or even if we're out with our celebrity crush, hi, Delli, I'm talking to you when it comes time to pay the bill. Everybody is a bloody hero. So this is odd, right? Especially when you consider in the world of behavioral science, how much we also seem to love the idea of free insisting that we're the ones that pick up the tab despite being chronically underpaid, which of course everybody is chronically over mortgaged, which of course everybody is and chronically in the presence of some other big shot who is also desperately insisting that they pay the bill is first class lunacy.

Dan: (01:30)
So yes, our egos absolutely play a part. But if you're listening to this podcast, you know, there's gotta be more to it. And there is so let's do this Gerard, because when it comes to human behavior, not making any logical, rational or economic sense, feeling bad about spending $0 on a delicious meal is about as crazy as it gets. What we're talking about here is the reciprocity bias and this is our deep seeded need to reciprocate the acts of good faith. Others have shown to us. You see, we have this innate desire to return favors, pay back debts and treat others well who have done the same thing to us. If we don't do this, it leaves us with this feeling of being indebted, which for most of us is like pretty icky and uncomfortable in 2006 David Stroms and his team conducted an experiment in New York city restaurants seeking out ways to increase the tips paid to waitstaff.

Dan: (02:20)
So while all patrons were provided with a great meal, fantastic atmosphere, lovely surface. When it came time to pack it up, some groups of diners were given the check while others were given the check, plus a piece of chocolate in an attempt to sweeten the deal in an act of reciprocity. Those who were given the chocolates tipped almost 20% more than those who received a standalone bill and believe it or not. If the waiter took the time to then walk around the table and offer each of the diners the chance to choose one of their own chocolates, the tips went up a further 18%, which is bananas. Clearly none of these diners worked in procurement or certainly on any procurement department that I've had interactions with. If a person goes out of their way to do something nice for us, you know, like letting us choose our favorite chocolate, we can't help, but feel indebted.

Dan: (03:04)
And that indebtedness is like a burning sensation that only goes away. Once we square the ledger, letting someone else pay for our coffee or our meal is essentially signing up for a dose of torture until such time as we can return the favor. Reciprocity bias explains why we tend to buy at least one bottle of wine after a full cellar door experience. Why we give a few dollars to the Basco who we've just watched perform or why we love buying the first round on a Friday night out? Sure. They're all nice things to do. But more importantly, they let us avoid that inner dread of owing. Other people's stuff. Reciprocity buyers can be a super powerful motivator for consumers, but brands need to be really, really careful with how they approach it. Because for reciprocity buyers to work a brand's offer must be forthcoming and unexpected without directly asking for anything in return.

Dan: (03:50)
So think about things like free samples, bonus add-ons and complimentary training or workshops for bonus points. The more personalised the give the better. So sending customized offers or gifts or offering up personalised introductions in a B2B sense, can all have customers feeling like it might just be time for them to get the next round. So there you have it, Gerard, that is why groups of adults cannot help, but argue over who gets to pay the bill when they go out. If you've got any further questions on weird and wonderful human behaviors that you've observed, please shoot 'em through to me. You can get askdan@hardhat.com or at Dan Moheit All over the internet. We're back in a couple of weeks with our next mini episode until then take care and do something nice for somebody. They might just owe you one.