Thank God It's Monday!® Blog

Negotiate Before a Breakdown

 

 

We all want to hit our deadlines and we want to hit our outcomes. But, sometimes, things just go funky and we get behind and we have problems. So, what do you do?

Do you hide and hope nobody notices? I hope not. Because when you do such a thing, suddenly people start to look at you as though you are someone who cannot be trusted. Alternatively, when you know you’re about to have a breakdown, get vocal. Make sure people know. “Guys, I’m in trouble. Next Tuesday is when this is due. I’m falling behind on this. I’m not hitting that number. I want you guys to know. Here’s what I’m doing about it.”

Get visible and vocal, and renegotiate before. The last thing you want to do is to go into your boss and say, “I didn’t hit the deadline. I wish I would understand the project,” because we had plenty of time to talk about that before.

Never let someone down; but alternatively, renegotiate before you hit a deadline. And, make sure you have an agreement so that you can keep your integrity. Because without integrity, there is no basis for a relationship.

What to do when you blow it

 

 

Oh my goodness, you blew it! Has that ever happened? Happens to me all the time. Here’s the thing to do. We all are going to blow up, but it’s how we handle it when we make a mistake.

When a mistake happens and you blow it and you blame, that’s not a good thing for building your career. It’s also deteriorating to the relationships that you have. Alternatively, when you blow it, here are the words that come out of your mouth: “I blew it and here’s my massive corrective action plan to get back on track.”

No one wants to hear that the dog ate your homework. That is not a good plan for building relationship. They do want to hear, “I blew it guys. This isn’t okay. Here’s what I’m doing about this.” When you speak those kind of words, they see you as being a leader and someone that can be trusted. But the best part is how you feel about you.

Wow Customer Service

 

 

What if every customer who walked in the door said, “Wow! This is crazy great! Who are these people?”

Well, you know what? You can have that. But you’re going to need to focus on not just good customer service, not just consistent customer service, because you have to have both of these, but you also need to have some “wow” customer experiences that you create for them. Those few experiences where when they are in connection with you that they go “wow” and they want to go back and tell their friends.

The old world of marketing used to work this way. People used to say, “Who put the shoe on your horse?” They did a good job and so everyone would go to Joe who put shoes on the horse because they heard he did a good job. Then, advertising came along.

Guess what? Now, we’re back to tribal stories. People talking about talk-able experiences. And the only thing they’ll talk about is not just good customer service, but blow-your-mind, “oh my gosh, you wouldn’t believe these people” customer service.

How can you create several of those experiences for your customers every day so that you know as they walk out the door, they are thinking, “Who are these people?”

You Have a Revenue Job

 

 

If you haven’t thought about this before, I hate to break it to you, but you have a revenue job. That’s right. There’s this thing called salary expense. And that money has to come from somewhere. It doesn’t just come out of the clouds. And as my father use to say, “Money doesn’t grow on trees.” So, where does it come from?

It comes from revenue. Which means you and everybody that you work with has a revenue job. Even if you’re not in marketing. Even if you’re not in sales.

If you’re in operations, your job is to delight the customer, recognize more opportunities for sales, coordinate that with the sales department, and help create more revenue. If you are in quality, your job is to make sure the best quality product goes out the door because when you do, that increases revenue.

Whatever you do, every moment of everyday, realize, and think to yourself, “How does this connect to revenue? Because my job is to make sure that as an organization we grow and we prosper every day, and we do that best by focusing on the customer.”

Accepting Feedback Can Be Hard

 

 

Accepting feedback can be hard. We don’t like to hear that we’re not perfect.
But guess what…7 billion people on planet Earth and not one of us has it completely going on. We all have imperfections, it’s part of the human condition. So get over it.

And, in fact, the people giving you feedback are coming from the right space. The worst thing you can do is shut that down. If you’re a person who naturally becomes defensive whenever receiving feedback, you probably know that about yourself. But just because that’s who you used to be, doesn’t mean that’s who you are. So be intentional.

When someone’s giving you feedback, even if it’s hurting on the inside, say, “Thank you, what else can I learn from you about how to do this better?” By getting into the spirit and doing the things that confident people do, you will melt down your defensiveness. And as a result, increase your results and your joy at work. I promise.