In 1975, economist Herbert Stein introduced the term satisficing. He defined it as not making the best decision, but the one that is good enough. It has always been human nature to take this path, especially when the choice is tough. Some of us rationalize. Others of us tell ourselves stories. Whatever the method, there is an outcome we have to own.
That said, there are some of us who do not succumb. Those individuals make the tough choices, put in the extra hours, take the heat about the unpopular decisions. In many ways, the will to overcome this temptation to satisfice is what separates those who succeed from those who don’t.
Over the past few years, however, the temptation to satisfice has increased exponentially. The big reason for this is the volume of daily decisions we are being compelled to make. Digital technology, coupled with our desires for options, control, and convenience are the main causes. Each has encouraged those in the marketplace and the bureaucracy to shift most idiosyncratic decisions to us. Purchasing an airline ticket can involve more than thirty separate choices. I know, I buy lots of them. Manufacturers offer us one hundred shades of white when purchasing paint. Government agencies force us to navigate through endless screens to renew a license or file a document.
All of this is done within the context of “faster, better, cheaper.” Yes, you can get an instant outcome, as soon as you make fifteen decisions. Yes, the product is better, because you have complete control over what you ordered (at least as far as the limited options offered). Yes, you’re saving money (or the government is saving money) because you’re doing most of the work.
A few weeks ago, I attempted to renew the federal financial aid agreements for my college-age daughters. The “updated” system asked me to create five password hints. They offered a selection of questions for the first two hints and then demanded that I create three more questions and answers on my own. Without warning, the system timed me out and took me back to the opening screen where I had to log in again. (Warning to those of you using FAFSA. It is considerably more complicated this year.) The upshot of all this is that even those who have a history of making good decisions are having to deal with this migration “self-service.” As much as it can save a bit of time here and there, this phenomenon has also built a sometimes-impenetrable wall between consumers and product and service providers. Is it any wonder that our collective stress level is increasing in the workplace? Next time – How to manage this “safe decision syndrome.”