I'm currently pitching for some work on behalf of the company I work for; It's somewhat unique in that I can't do so in a face-to-face manner - (My peferred way of demonstrating our features and benefits and showing value.) It allows me to build layers, push and pull, read and display body-language triggers and react to them instantly, adapting my presentation, dialogues and overall angles to better match the situation. It's more three dimensional I suppose. Anyway, my client-prospect is in London and I'm in Australia; A click away on the interwebs but too far to travel for a face-to-face pitch.
I'm forced to rely on my writing skills and prepared (PDF) presentations that don't have the ability to adapt and change and therefore I'm reliant upon our graphics artists and marketing personnel in respect of the preparation of this documents, to make them engaging and interesting. I write the content and provide guidelines for layout and they make the magic happen. This is a process that works most often however I hit a snag this week. One of the graphic designers let me down...
...Yes, there was silence and a fairly withering stare directed from me to that individual.
The issue arose from a failure to meet a deadline on a presentation document (12 page information booklet) that my client was expecting via email; They were expecting if because I told them they would have it. It wasn't prepared as the graphic artist had been sidetracked on another task, an internal document that could have waited and I wasnt pleased.
Anyway, I was forced to delay delivery of my document and communicated with my client-prospect about the delay.
Rather than raising my voice, indicating anger, annoyance or frustration I invited the individual into my office to explain the implications of their failure. It could ultimately, could cost 5-10 years, or more, of lost income from the London client and how communication within the office is of high importance, especially when a lack of it could result in the failure to reach a deadline in respect of a client. This is unacceptable.
I went on to explain at length how this person, the graphic artist, gets paid; That is, by income generated from clients, and that despite this person never leaving the office and seeing clients themeslves they are as much her client as mine or the office's as a whole. The graphics artist apologised for the judgement call she made saying it was out of line and that she hadn't considered the implications of failing to meet her deadline. She also felt bad that it compromised my position in the eyes of the client then off she went about her day. It was all handled in a fairly cool and calm manner with respect and manners.
There's a few take-aways for me here:
I'm pleased about the way I handled it and with the resolution. It was handled professionally, respectfully and with a focus on the issue not the person.
Expecting people to perform at my work-rate is setting myself up for failure and disappointment. It's not that I'm super-amazing or anything, just that we all operate differently, have different priorities and work-rates.
Making promises to clients when the deadline is dependent upon others is always risky.
Preparation is key.
Of course, I already knew these things but this was a good reminder. I take an active role in the delivery of my job. Not because I'm well-paid but because I have self-respect and performing at my optimal level is important to me as a person.
In this case my process was impeded by someone else's bad judgement call and that's a lesson I will learn and work around. Some people don't take their role as seriously as I do and maybe are less committed to their job as a whole. Maybe that's what minimum-wage does to a persons attitude? It's my job to work around that though, to work around their strong-points. And from the client-prospect's perspective? Well, buy time where possible, under-promise and over deliver and impress with every communication; Build layers of value quickly. In this way the client is more likely to be forgiving if something is delayed or goes awry. That's been my experience anyway.
Did I win the client? Well, not yet but it's looking good.
Photo courtesy of my non-Steemit brother. It's his back yard. The cool, chilled, nature of it seemed to match the thrust of my post today. "Being chilled" in situations where it's easy not to be.
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Good luck with the client! Yeah, I think you handled it well, too ;) but hey, good boss, good coffee..remember? So I guess handling it well comes in the description. Good on you anyway :)
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Thanks HD. I'm really lucky to have a great team around me and feel fortunate they feel happy to have me around too.
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Great approach as you can rest assure that the enterprise will now benefit from that robust feedback session you just provided her and it will not happen again unless she no longer cares about her position. I often struggle with this and end up doing it myself which is often worst!
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Yes, the old do-it-yourself strategy. I'm familiar with it.
The problem for me, with that method, is that it doesn't empower the other person to take the initiative, improve, or to feel increased self-worth through completing a task themselves.
They walk in with a problem (a monkey) put the monkey on he managers back then walk out unburdened.
I empower my team to achieve. They bring me solutions not problems (mostly) and I provide support without removing their responsibility. That way, when they succeed I get to reward them genuinely and commensurate to their effort. I never take accolades myself that could be better placed upon my team.
Just my strategy. Good leaders empower their team, allow them to succeed.
I used to just take over and do stuff myself but I learned a better way (for me). Of course it's specific to the situation so what works for me may not work for others in their roles.
I learned a lot of my technique from studying great military leaders. People who empowered men to do courageous and risky things.
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We all have our weak points were other's have strong points to make a team. Hey hey weekend is almost here :)
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Yep, getting closer by the minute. I'm leaving early and to be honest I've been in weekend mode since 1pm. 😂
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Haha nice mate :)
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This is not the sort of conversation I'd ever want to have with you, but it is Friday, so rejoice in the fact that the weekend starts soon!
Haha, I could never be mad with you bro!
Yep Friday is the day and I have planned my exit already...Just waiting for the right moment to deploy it. It's 1430 now...Unlikely that I'll be here at 1530.
Hope you have a great weekend planned!
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When we need to be spoken to it's nipple clamps and a car battery.
I like your stern conversation idea much better.
Yes, the old nipple/car battery attitude adjustment technique...We had to stop that. Went to water-boarding for a while..Now just go with stern conversations and the odd whipping and impalement here and there.
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In the Army it was called, 'A meeting without coffee.'
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