Most decisions run on emotion, not logic. The speaker contrasts reactive self-focus with systematic evaluation that considers customers, employees, and the company. A structured process reveals the optimal solution.
So we make decisions because we make decisions emotionally. And there's some science in the book about that. So if I say, well, gee, I have a problem, how's this going to impact me and what should I do? Versus I have a problem, let's look at different solutions and see how it impacts other people, my customers, my company, my employees, you know, so that the solution is a broader fix. Then it'll end up being a better long-term solution. So it gives you a way to evaluate different options, and then it— the answer is pretty easy once you go through the evaluation process.
