Many people try to do too much because they’re worried they might miss doing something that matters. They want to do everything possible, in case some of those things turn out to be important.
This is the buckshot approach. Buckshot spreads into many little pellets when it leaves the shotgun — most will miss the target, but that’s OK, because only some of the pellets need to hit. That’s fine for hunting, but for living, I’d recommend the rifle approach.
The rifle shoots a much more targeted bullet, with much more powerful impact. You aim at a specific target, and you don’t waste as much energy.
Leo Babauta — buckshot vs. rifle approaches.
In customer service, one must expect nothing but buckshot and the be able to rifle’ize every pellet on the fly before it lands.
The very core of the web basically boils down to, “wear a vest designed for buckshot, but only ever carry a rifle.”